Posted On: 10-26-2018
Position Title: Call Center Planning/Analysis Mgr.2
Job Location: Minneapolis, MN
Apply Online: and search for Job Opening ID #5440623

Job Description

  • The ICC Command Center Leader owns the End to End of Call Center Intraday Management across multiple business lines within and outside of the ICC. He/she is responsible for leading the team to provide 24/7 coverage to the businesses to promptly and proactively respond to call queues, adjustments to intra-day staffing and off phone activities, making recommendations to business partners to meet business SLA goals
  • He/she will be responsible to develop, own and partner with business and support teams in implementing the SLA remediation strategy across ICC as well as businesses we support outside of ICC
  • He/ She is responsible to create and implement standardized Command Center policies and procedures across the ICC
  • Overall responsibility include ensuring team coverage, proactive monitoring and management of call queues, active management of business chats and of off phone activities
  • He/she would own and be accountable for setting up the business control framework for intra-day skill management and command center processes, conduct regular audit checks and ensure process operate within a controlled and acceptable manner
  • Partner with technology and business teams to activate ambush messaging based on pre-defined triggers
  • Partnerships with key contacts such as, but not limited to: senior leaders, contact center managers, program/project managers, and other enterprise functional points of contact are critical. These partnerships will help drive effectiveness of the Command Center
  • Have the ability to create compelling and persuasive presentation materials to effectively communicate key findings and recommendations directly with senior leadership.
  • Adept at understanding and working knowledge of workforce management software/tools- Aspect eWFM or Nice IEX preferred. Especially for updating and refining forecasting inputs on an ongoing basis.

Required Qualifications

  • 8+ years of call center planning and analysis experience
  • 5+ years of management experience

Desired Qualifications

  • Ability to influence across all organizational levels, particularly senior management
  • Ability to quickly establish credibility to build and maintain effective working relationships
  • Ability to work effectively in a virtual team environment
  • Knowledge and understanding of call center: operations in the financial services industry
  • Knowledge and understanding of workforce management planning and execution
  • Knowledge and understanding of workforce management software packages such as: IEX, workforce Management, Blue Pumpkin, or Exametric
  • Strong analytical skills with high attention to detail and accuracy
  • Experience analyzing call volumes, forecasting, and planning of staffing levels to meet the business goals for servicing and response time for customers
  • Advanced Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills

For full job description and to apply, visit and search for Job Opening ID #5440623 or contact Krista Skeie 612-834-2205