National Workforce Management

AVIVYS is a platform where talent meets opportunities to unlock their potential. A place to learn, upskill, showcase their talents, gain CV points & get hired while unlocking their true potential. This enables professionals to eventually get hired by their dream employers. AVIVYS believes that you can unlock your dreams with genuine efforts Job Location –Remote Base Location Hyderabad  Shifts -US Shifts and Night Shifts Remote Working mode. Experience – 1 to 3 yearsJob Description for National Workforce Management & Dialer OperationsJob Summary:The National Workforce Management and Dialer Operations Specialist is responsible for supporting themulti -site inbound and outbound call center business through constant monitoring of networkapplications, real -time response, and implementation of solutions to system challenges. This positioncommunicates all service -impacting issues to the Sears and Kmart network. This position also createsand delivers reports to the Leadership team regarding sales revenue, agent, team, site and businessproductivity, and future revenue potentials.Roles &Responsibilities: Monitors the outbound dialers', real -time call volume, and staffing measurement toolsthroughout Sears and Kmart networks to ensure continuity of application functionality and allapplicable State and Federal laws are complied with Opens, updates, and closes all network applications, and communicates business criticalinformation to the Customer Care. Network Global Operations team via emails and direct phone contact, and informs managementregarding real -time Dialer performance metrics and areas of success and opportunities,providing analysis of system and application performance. Analyzes data from the various reporting systems (i.e., Avaya Dialer, Campaign Analyst, AspecteWFM, and Cisco), and forecasts projects received form business partners to make staffingrecommendations to the local Resource Management team. Establishes documents and resets passwords for various network applications. Utilizes internal and vendor applications, monitors call center operations systems to ensure lineof business functionality. Communicates with Information Technology (IT), Sears Holdings Voice Operations team, localunits, and members of management to advice of system outages, unit closures, inclementweather, or other catastrophic events. Executes contingency plans for emergency situations that cause immediate impact to normalcall -taking operations, and, in some circumstances, coordinates efforts between multiple areasof Information Technology, Sears Holdings Voice Operations team, and Call Center Operationsby participating in National conference calls to aid in the timely resolution of technical issuesand other high -severity obstacles. Activates network high call volume messages, and updates the hours of operation changes foreach business on a real -time, temporary, holiday, or permanent basis, and handlescommunication to management of any hours of operation of high call volume messageadjustments. Performs other duties as assigned.Requirements: Bachelor's degree is mandatory. 1 -2 years of related experience.Required Skills: Working knowledge of call center metrics and performance standards Flexible work schedule, to include weekends Proficient with Microsoft Office applications, with focus on Excel Clear understanding of call center metrics and performance standards Basic knowledge of call center planning and scheduling methodology Ability to monitor call volumes, lead volumes and schedules on a real -time basis to ensure theeffective and efficient use of resources Ability to work in a fast -paced call center environment to guarantee the highest level of service Ability to communicate in spoken and written English well enough to be understood bysupervisors, co -workers, and customers Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephoneand headset equipment, and listen while keying information into the system Ability to meet the physical requirements of frequent sitting and some standing and walking,with bending and reaching as necessary Ability to demonstrate self -control by maintaining composure and keeping emotions in checkeven in difficult situations All employees/associates may in the course of their duties come in contact with Credit / DebitCard Data. If this data is exposed as part of their position in the site/center, the associate mustprotect that data as directed and required by the compliance team to ensure SHC s complianceto current Payment Card Industry (PCI) Data Security Standards (DSS)Skills Required Skill Based Routing and Voice over Internet Portal (VOIP) experience Advanced math skills, including ratio and statistics Experience using reporting systems currently used at Sears (e.g. Aspect eWFM, Prims, AvayaPredictive Dialer, BVO)