Disputes Real Time Workforce Consultant
Join the People Helping People
Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.
The Opportunity
The Disputes Real Time Workforce Consultant will coordinate current day Operations Division staffing to improve efficiency and productivity while supporting outbound services and new services as they develop.
Day in the Life
•
Flexibility with schedule as business needs demand.
•
Allocate agent resources to ensure service level standards are achieved using various call management applications.
•
Identify and coordinate productive and non-productive activities such as lack of work (LOW), overtime, meetings, training, and special projects. Monitor schedule adherence to ensure proper volumes are worked.
•
Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes.
•
Relay accurate technical interruption/outage information to appropriate support departments and escalation to management.
•
Recognize and react to drastic changes in work volume trends.
•
Supply recommendations to management as to short-term staffing needs as a result of adherence and absenteeism issues.
•
Supply management with timely and accurate service level reporting.
•
Accumulate, manage and present information pertaining to the Operations Division while using the appropriate hardware/software. Maintains and analyzes daily, weekly, and monthly reports.
•
Ensure maximum efficiency and fulfill staffing requirements by utilizing scheduling software.
•
Analyze and report analyst trends in performance information to supervisors and management.
•
Perform other duties as assigned
Education
•
Associate’s degree in related field or equivalent combination of education and experience required.
Experience
•
Minimum two (2) years' experience in call center or disputes operations environment required.
•
Minimum (2) years' experience working with Workforce Management concepts preferred.
•
Contact Center or Disputes Operations real time management experience preferred.
Physical Demands
•
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
•
Specific vision abilities required by this job include close vision
•
Ability to occasionally lift/move up to 25 pounds
•
Individuals with a disability who are otherwise able to perform the essential functions of the job may request reasonable accommodation through the Human Resources department.
Supervisory Responsibility
•
No
Knowledge, Skills, & Abilities
•
...