RTA Manager
at C3/CustomerContactChannels

Date Posted: 9/6/2019

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.



Manager, Workforce Management

Position Purpose

The Workforce Manager is responsible for overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements.

Job Responsibilities

  • Manages a team of Traffic Analyst and Scheduling Analyst, across all programs and potentially across multiple sites.
  • Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
  • Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
  • Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
  • Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
  • Prepare and disseminate timely and accurate reports to operations management and clients.
  • Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.

Qualifications

  • Bachelor’s degree in Business Management, Finance or a related field preferred.
  • High school diploma or equivalent; 2 years of college preferred
  • Minimum of 5 years’ experience managing Workforce operations in a Customer Care and/or BPO operation, with client and senior management interaction.
  • Two years’ experience working with call center reporting and metrics required.
  • One year prior experience working with workforce management technologies ideally Aspect.
  • One year prior experience with Avaya or other ACD phone system required.
  • Strong analytical skills and ability to apply those real-time.
  • Proficiency in Microsoft Office Applications including Word & Excel and other relevant software.
  • Excellent problem solving and decision-making skills.
  • Ability to operate effectively in a team environment.
  • Excellent oral and written communication skills and interpersonal skills.
  • Dependability regarding completion of assignments and attendance.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

About Us

C3/CustomerContactChannels is a trusted partner in outsourced customer management solutions. With three decades’ experience, we’re a category leader – one who employs time-tested methodologies and broad industry insights to seamlessly manage customer contacts and interactions. Our singular focus: To build brand value with every call we answer, every email we respond to, and every web visitor that we support.

Are you ready to work with a company that truly appreciates your talents? At C3 we believe in creating a culture that offers more than just a job – we are committed to inspiring success and promoting performance in an environment that fosters creativity, leadership, and innovation in each and every valued member of our team. C3 Benefits Include:

  • Family & Individual Medical Plans, Dental, Vision
  • Prescription Drug Coverage
  • Life Insurance & ADD
  • 401k
  • Flexible Spending Account
  • Short/Long Term Disability
  • Legal Plan
  • Employee Assistance Program (EAP)
  • Holidays, Paid Vacation & Sick Time
  • Paid Training
  • Tuition Reimbursement
  • Local/National Employee Discounts
  • Exciting Growth Opportunities!

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Join the C3 Connect Talent Network today and be on your way to a rewarding, new career!

What is a Talent Network?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Why Join?

  • Receive alerts with new job opportunities that match your interests
  • Share job opportunities with family and friends through Social Media or email

Are you looking for a new job? Check out these current opportunities: Call Center Jobs, Corporate Jobs, Guatemala, Information Technology Jobs, Philippines, Support Jobs and Workforce Management Jobs