Workforce Manager - Customer Experience

$ Confidential

Aurora, IL

Description

To be responsible for all scheduling, forecasting, call volume monitoring, and staffing level analyses for 100+ Customer Experience Specialists call center. 

Market Overview

Dyson moved US customer care operations from Chicago to a dedicated $1.5 million contact centre in nearby Aurora during 2012. The 14,000 sq. ft building provides an acoustically engineered open-plan environment, including space for our 250 Dyson experts to disassemble machines while on support calls.

Function Overview

Our Customer Service team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.

Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES:

Key Performance Indicators

Workforce Management

  • 80% Occupancy
  • 80% of calls answered within 2:00.
  • 95% Schedule Adherence
  • 95% Forecast Accuracy
  • 5% Absenteeism

 

Conduct all workforce management activities to recommend appropriate staffing levels

  • Create and maintain metrics related to workforce management, to include forecasting, call center statistics, capacity planning and scheduling
  • Perform analysis on metrics to make scheduling recommendations to management, appropriate to call volume projections, to achieve service level goals
  • Monitor call queues and make adjustments based on seasonal variations, special events, or other cyclical patterns that impact call volume
  • Identify change initiatives to support successful productivity levels and quality customer service; promptly and thoroughly implement agreed-upon changes
  • Maintain and analyze Daily Activity reports, Agent & Department Scorecard reports, Forecasting Volume reports and other reports as assigned.

 

Recommend scheduling needs and manage schedule exceptions

  • Make staffing recommendations that support team goals and initiatives, while maintaining high levels of performance
  • Partners with call center supervisors and managers to ensure appropriate staffing is in place and contingency plans are created to overcome operational challenges

 

Data base building, maintenance and reporting

  • Create, compile and extract information to maintain agent Pay for Performance database and submit weekly/monthly performance reports to Customer Experience staff
  • Compile time sheet report for interim staff using NICE database
  • Complete and track daily and weekly attendance reporting and monthly attrition reporting
  • Per request by supervisor or manager, create trending analysis and other various reports


Fulfill other duties as required

  • Special projects as directed by manager
  • Relish the opportunities to pick up new activities that fall broadly in the purpose of the role
  • Ability to take initiative to think outside the box and identify opportunities for improvement
  • Identify problems and find solutions

Skills

Individual Qualifications

Experience and Education

Skills and Competencies

  • Minimum 4-8 years experience in a call center environment preferred
  • Minimum 4-8 experience in workforce management or analytics required
  • Bachelor’s Degree strongly preferred

 

 

·  Workforce Management software experience required

·  Familiarity with NICE software strongly preferred

·  Strong proficiency with Excel, Access, SQL

·  Must be a highly motivated, enthusiastic team player, driven by targets

·  Dynamic, driven, energetic, engaging and ability to drive for results

·  Must have a customer focus

·  Excellent written and verbal communication skills

·  Strong organizational skills, able to deal with multiple tasks simultaneously

·  Ability to build strong relationships with all types of people

·  An innovative thinker who enjoys learning and solving problems

·  Ability to work a varied schedule including nights, weekends and overtime if needed

·  Ability to lift, push or pull up to 30lbs

 

 

 

 

Benefits Overview

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260(312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Posted: 28-Feb-2017

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