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Management Administrator
Union Bank
Arlington, TX, United States
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Responsible for managing and monitoring call routing in a multi-site environment, encompassing Telecommunications, VRU, and CTI technology. Assist in the development and implementation of Genesys strategies associated with call distribution and routing. Manage and support Genesys Workforce Management forecasting, tracking, monitoring, and reporting statistical data (call center volumes, FTE, schedule adherence, and service level achievement) to department managers, supervisors and management throughout the company. Provide work direction, training, and development to the Workforce Coordinators. Responsible for contingency planning in the event of a disaster or power outages. Job responsibilities are to be performed with minimal supervision.
Major Responsibilities:
• Create, implement, and manage Genesys strategies associated with call distribution and routing, maximizing customer satisfaction by continuously improving system functionality.
• Manage the Genesys Workforce Scheduling and Forecasting system applications- forecasting, tracking and reporting the daily/monthly call center statistics for Teleservices, Online Banking, and Sales.
• Manage Real Time scheduling adherence, reacting to call volumes, employee shifts/absences, and break/lunch schedules and service level achievement.
• Evaluate and recommend opportunities for system improvements/enhancements.
• Perform and analyze daily attendance reports and forecasted call volume.
• Process new schedules for new employees, schedule changes for existing employees, and time off/shift trade requests for call center employees.
• Generate Call Center performance and agent productivity reports to management.
• Provide daily performance reports to call center senior management.
• Perform updates on historical patterns of the forecast.
• Actively participate in coordinating yearly vacation selection process for agents.
• Solicit overtime to agents when needed.
• Generate daily attendance reports as well as staffing and call volume analysis reports.
• Provide daily operational support to the call reporting systems.
• Troubleshoot system problems (CentreVu & Genesys applications) and escalate as appropriate.
• Serve as a liaison and contact for supporting internal/external vendor relationships (Telecommunications, ITG, & Genesys,).
• Maintain Genesys Configuration Manager Environment (CME) database-maintaining employee login ID's, skills, and VDN's. Maintain Avaya CMS Supervisor database-add/delete agents and skills and generating reports On-call for system issues 24 hours, 7 days a week.
• Contingency planning in the event of a disaster or power outages.
Workshift is Monday-Friday, 6:00am-3:00pm PST.
Qualifications
• Requirements include satisfactory completion of appropriate system administrator and advanced ACD reporting system certifications.
• Experience in large-scale call center (multi-site preferred) as an ACD administrator with supervisory responsibilities or equivalent.
• Strong working knowledge of CTI, VRU, call/case tracking, Knowledge Management, Genesys Workforce Management scheduling and forecasting system applications, and Avaya CMS Supervisor. Must be highly PC literate, analytical, self-directed, detail-oriented, well organized and flexible, possessing personal integrity.
• Must be able to communicate diplomatically with associates, vendors, and management.
• Implement new process innovations that support the Call Center environment of CSD.
• Requires excellent communication (verbal and written) and interpersonal skills.
• Ability to make effective group presentations in staff meetings or to clients/prospects.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.