Sales Manager: The Holland Group

Job Title: Resource Management Center Analyst Location: Sterling , VA Duties/Responsibilities: The WFM analyst is responsible for maintaining staffing requirements and service level commitments. Monitor and evaluate the minute-by-minute activity (call volume, handle time, and staffing) of the center ensuring service levels and operating standards are attained. Analyze call volume trends. Request and monitor overtime needs. Manage daily schedule adherence. Balance service level by site to achieve minimal variance. Balance optimum occupancy with required service level. Keep CSR’s, supervisors, and management informed of any operational exceptions. Coordinate team meetings, recurrent training, overtime, under time (ETOP), and departmental load out activity on a real time basis. Evaluate staffing and service levels to determine approval of CSR’s off the phones for coaching, team meetings, developmental training, etc on a real time basis.

To document and provide feedback when service levels are not met. Produce IEX daily, weekly, and monthly reports for all programs. Provide exceptional internal customer service to CSR’s, supervisors, and management. Completes follow-up work or research in a timely fashion. Help the company maintain its client-contractual service level commitments. Work with the management/supervisory team to develop and improve call center personnel, policies, procedures, and work processes. Manage daily work processes and delegates responsibilities in the absence of the Manager. Responsible for being the central point of contact for downtime outage situations. Primary responsible party for notification of ISPE, Account Management and Call Center management personnel. Assist with special projects as requested. Other duties as assigned.Knowledge/Skill Requirements: · A working knowledge of company policies and procedures · g written and verbal skills to effectively manage calls and provide feedback to team members · Good PC skills, including knowledge of Excel· Must be able to multi-task while working in a fast paced environment · Excellent interpersonal skills · Exemplary attendance record· Strong decision making, analytical and problem solving skills · Detail orientated · Ability to work with minimal supervision Classification: Non-exempt