Spec Rsg Operations-1

**Grow your career with a growing organization**

Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

The Real Time Workforce Support Specialist is responsible for supporting the contact center real-time processes across all lines of business and locations. This role ensures the achievement of high-quality support in execution of the production plans, resulting in effective service of incoming participant contacts. This role is responsible for responding to unplanned events, trends, and deltas within the same week. This role works closely with the EPW WFO team to close gaps in staffing and scheduling resulting in retention of staff and existing business, successful acquisition of new business, and meeting client contractual obligations.

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

- Primarily responsible for monitoring planning inbox and request tracker to ensure responses are provided with a service level.
- Responsible for supporting the planning by maintaining appropriate elements of the workforce management (WFM) system.
- This includes updating of schedules, various WFM system maintenance items, special scheduling task and other duties as determined prudent to meet the group's needs.
- Serve as the primary point of contact (POC) for team leaders for tier 1 support of schedule updates and assignments.
- Ensure scheduling guidelines are maintained and adhered to with respect to all schedule requests.
- Report and monitor representative schedule's adherence in real time using Workforce software and ACD displays.
- Work closely with the Manager to identify non-adherent events and take corrective action.
- Monitor representative behaviors and productivity in real time, identifying opportunities for improved efficiency.
- Monitor real time statistics such as hold times, queue sizes and call distribution to ensure we are utilizing department-wide resources as effectively as possible.
- Manage queues and process skill changes as applicable.
- Monitor daily and weekly coverage reports to schedule and communicate all same day overtime hours, reschedule offline activities, and optimize resources throughout the day.
- Maximize and optimize the allocation of available resources by making effective decisions regarding staffing opportunities.
- Respond to unplanned events by leveraging the documented action response plan.
- Monitor and report team performance on metrics
- Manage process related queries asked by the processors
- Perform audits and sampling of work/tasks completed by the team

EDUCATION:
Degree from recognized university

OTHER PREFERRED QUALIFICATIONS:

- 1-3 years of experience in WFO, Financial Services.
- Graduate in B.Com or a Master's Degree in any discipline
- Minimum 1 year of workforce management experience in a call center environment preferred
- Basic knowledge of workforce and contact center systems and processes
- Proficiency with Microsoft Excel, Word, and PowerPoint preferred for report generation
- Demonstrated ability to respond quickly to problems Verbal and written communication skills
- Attention to detail
- Ability to successfully interact with a wide audience, including senior leaders and frontline staff
- Must be available to work in night shifts (Mountain Time)

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

**COVID