About the Customer Experience Global Command Center:
The Global Command Center oversees and monitors contact center and system performance for the client's Connected and Customer/Dealer Services with the priority of ensuring best-in-class customer service. The group performs a mission-critical role in the daily operation of the contact center network and is responsible globally for enterprise service and customer experience delivery across all channels inclusive of human and digital experiences.
About the Role:
The Global Command Center Coordinator will primarily work directly with suppliers to ensure Contact Center staffing obligations are fulfilled. The selected candidate will monitor, report, and analyze intraday performance by business unit to ensure key performance indicators are met across the Global Enterprise and in an efficient manner. The position will be responsible for monitoring and communicating from a Global Contact Center perspective. This role will utilize workforce management tools and reporting to make decisions regarding staff management at each location to ensure service performance objectives, occupancy, and allocation targets are being met. Communication with supplier management, Business Performance Leads, as well as executive leadership, are key functions of the job. The Global Command Center Coordinator is an extension of typical workforce management, with an emphasis on staff management.
This role will help direct the Command Center Analysts in an indirect reporting relationship. Demonstrated ability to develop subordinates' skills through personal interaction and communication. Displays interpersonal skills necessary to communicate Analyst skill requirements and areas for improvement. Consistently communicate and interact with Analysts to achieve the best service possible. Must seek team success through Analyst performance and development.
Job Responsibilities Include:
Provide input for the Daily Enterprise Staffing Call for day-of staffing and future days concerns. Responsible for reviewing action plans and any follow-up or deviation to the action plans presented by the sites.
Always maintain a 5-Day Staffing Outlook to eliminate same-day staffing shortages.
Continuously monitor metrics for all Business Units to observe and react to any trends that are being observed throughout the day across the Global Enterprise.
Cultivate relationships with each supplier, with a comprehensive understanding of contract expectations and limitations.
Assist with skill management and leveraging.
Host operational bridge-lines.
Assist with technical issues and potential technical bridge lines.
This individual will be required to communicate effectively with the client's Management and its partners.
This individual will be responsible for performing analyst duties as needed to ensure proper coverage throughout the day and managing the day-to-day key performance metrics.
Skills/Qualifications:
Bachelor's Degree or equivalent workforce management experience preferred.
2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Technical or automotive experience a plus.
Highly innovative and creative thinker.
Must possess the ability to analyze trends and act appropriately.
Willingness and ability to adapt to frequent and fast-paced changes.
Excellent written and verbal communication skills
Working knowledge of industry-standard contact center technology (ACD, IVR, Network Features), reporting automation applications
Able to work with others in a highly collaborative way, listening to others' input, valuing outside perspectives, and continuously seeking feedback.
Thorough knowledge of NICE IEX WFM (centralized, multi-media, multi-site) preferred.
Comprehensive understanding of contact center metrics
Proficiency in the following tools is ideal: MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application, and Siebel