Posted On: 8-8-2016
Position Title: WFM Results Command Center Supervisor
Job Location: Provo, UT
Applicants can apply online at:

Job Title: RCC Supervisor Reports To: Global WFM Manager
Department: Workforce Management Direct Reports:       Yes   No
Location: Based in an Operational Site Rnet Position Code: 142
Position Overview: The RCC Supervisor ensures that the Real Time Analyst take actions to ensure the enterprise achieves its contacts per hour and sales per hour interval, daily, weekly, monthly and Quaterly goals. The RCC Supervisor works with GRP’s, site LRP’s and internal business leaders to determine corrective actions to mitigate day- of events that impact performance plan.

Essential Job Duties and Responsibilities:


Directly supervises a team of 3+ Real Time Analysts

Effectively manages Strategy, KPI and Service Level requirements for multiple clients

Coordinates with GRP on Forecasted hours requirement per campaign

Creates a Daily Dialing Plan that is generated from the client forecast

Creates a Daily List Strategy Plan with various sources per campaign

Makse sound business decisions to change list sources to optimize performance

Understanding of State and Federal rules of engagement for outbound dialing

Monitors campaigns for wait times/ drop rates/ agents states

Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour,  schedule adherence, ACW  against a matrix of defined thresholds

Loading leads (ensure counts are correct)

Deletion of finalized records

Assigns agents to campaigns

Distribute proper leads to meet dialing plans

Ability to impact CPH thru list management or list separation

Ability to create strategies to maximize performance

Delivery of flash reports to Distro list

Communicates performance issues with Manager

Ability to deal as a point for any technology or facility issues affecting call center and support operations

Site real time communication on LRP bridge or direct contact

Completes weekly/monthly recap for Manager

Production reports are required

Manages interval, daily, weekly, and monthly plan objectives

Make objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents.

Provides Objective Flash reporting of various KPI’s to key stakeholders within the Results organization

Other duties as assigned.


Position Requirements:

6 months Outbound Dialer Administration experience

6 months Outbound Performance Analytics experience

2+ year’s previous Contact Center management experience.

Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.

High School Diploma Required

Broad knowledge of outbound contact center environment

Exceptional verbal and written communication skills

Must be able to multi-task in a professional & courteous manner

Must be able to accommodate a flexible schedule

Superb Listening, probing, negotiation and de-escalation skills needed

Must have analytical and troubleshooting expertise



1 year Outbound Dialer Administration experience

1 year Outbound Performance Analytics experience

3 years+ Contact Center Operations or Outbound management experience

Experience in with predictive dialing systems such as Davox, EIS, Legacy, and Altitude.

Technical support experience a plus

Must have previous customer/client interface experience and the ability to handle upset clients in a professional manner

Proven performance, able to meet compliance, quality, and productivity metrics

Proven ability to work well in a high pressure/target driven environment


Physical Requirements:

Frequent:   Bending/stooping, reaching, lifting, carrying, repetitive motions, sitting, standing, walking.

Occasional:  Kneeling, pushing/pulling.