Supervisor, Workforce Command Center

Named the 2015 "Best Voice Excellence Company" in the Philippines by ICT International and Inc. Magazine’s 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy.

With over 14,000 employees in 22 locations, Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at  and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Position Overview:

The WFM Results Command Center Supervisor ensures that the Real Time Analyst takes actions to ensure the enterprise achieves its contacts per hour and sales per hour interval, daily, weekly, monthly and Quarterly 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 and agent 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 through 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

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

Preferred:

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.

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

Benefits include, but are not limited to:

• Strong leadership
• Opportunities for advancement within our global organization