Holland, PA 18966, USA
icrunchdata Network
Company Overview: At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter , LinkedIn , Facebook and Instagram . Duties and Responsibilities may include : Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors site to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Administers volume contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Facilitates real-time discussions with necessary stakeholders. Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests. Ensures that all reports originating from the department are accurate and reliable. Helps with the integration and implementation of new call center technologies. Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. Transferable Skills: Intermediate knowledge of call center management and all related calculations Intermediate knowledge of various forecasting/scheduling software Strong organizational skills Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion Ability to work independently with minimal supervision. Capability of problem-solving