What you’ll be doing...

When members reach out to us, you will make sure that we have the right people available to provide them with the best member experience. You'll be working behind the scenes to ensure that we have the resources available during the times that our members need us most. You will monitor, report on and adjust routing daily to execute on the forecasted volumes for each site. You’ll be working with the care and operations teams to increase awareness of workforce planning and the impacts observed for seasonality, new product releases, site expansions, etc.. You’ll be proactively sharing best practices and success strategies with your peers to contribute to positive overall company's performance. Ultimately, you’ll be the one that makes sure our members are connected to the right person at the right time, through the right channel, to increase the overall member experience.

Job duties and responsibilities:

Forecasting

  • Use advanced data modeling to forecast 90-day volume locks that SPC partners will use to staff their sites. This modeling must account for arrival patterns and how they are impacted by marketing activity, product launches, seasonality, etc. It must also account for planned defect fixes and product enhancements and their impact to care volume.

  • Create short term and long term forecasting and planning models to determine agent headcount needs, and in turn, the need to scale new support centers.

  • Work cross-functionally to understand upcoming feature releases, marking/PR activities, gross add projections, and any other factors across the business that may impact care volume.

  • Work closely with vendor manager to ensure forecast aligns with staffing plans and needs across SPC partners.


Intraday Performance Monitoring

  • Monitor intraday performance including care volume, average contact duration, agent availability (work hours less offline time for breaks, lunch, training, coaching, etc) to provide key highlights to the site managers and ensure adequate coverage all day, every day.

  • Provide recommendations on alternative tools or modifications/enhancement/adjustments that can be made to increase productivity and improve the member experience.

Routing

  • Fully responsible for overseeing contact volume routing to ensure each SPC receives the volume forecasted, with minimal variation from projections.

  • Adjust routing as needed in real-time to address any insufficient staffing through alternative methods such as overtime or shifting volume to another location while maintaining the expected forecast for the sites.

Insights and Analytics

  • Act as a liaison between the supplier sites and the Visible onsite support team to report on any key drivers to volume.

  • Provide feedback and recommendations based on quantitative and qualitative data analysis to the leadership team on resource management improvements, including contact deflection.

  • Create and provide enterprise reporting/trending/analysis.

What we’re looking for...

You’re analytical, organized, and detail-oriented. A self-starter and quick learner who can work independently, but you’re also great to have on a team. Identifying opportunities to improve the way things are currently done gives you a lot of satisfaction. You adapt to the growing environment of a start of culture. You are a highly effective communicator and listen with both your eyes and ears. You’re no stranger to a fast-paced environment and tight deadlines, and you adapt to changing priorities and juggle multiple tasks with ease.

You'll need to have:

  • One or more years of resource management or workforce planning and analysis experience.

  • Experience with advancedanalytics, modeling and forecasting.

  • One or more years of experience with an intraday workforce management tool
  • Experience with Salesforce

Even better if you have:

  • Capability to effectively work with all levels of management and successfully establish cross functional partnerships.

  • Capability to collaborate virtually with various workgroups simultaneously.

  • Excellent critical thinking and decision making skills.

  • Excellent understanding of digital support/delivery.
  • Creativity and out of the box thinking.

  • Sense of urgency and ability to quickly make decisions.

  • Excellent time management skills.

  • Proven ability to thrive in a fast-paced environment with tight deadlines.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.