• SALARY:NONE
  • Richardson, Texas

Richardson, Texas

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Platform Solutions

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management

  • , consumer financial products that companies embed directly within their ecosystems to better serve their end customers
  • Enterprise Partnerships

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience. Use workforce management software and contact center tools to effectively manage staffing levels.

Responsibilities

  • Analyze interval forecasts and plan offline activities (coaching, trainings, team meetings, etc).
  • Monitor product email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments (as appropriate) and respond to the adjustment email once completed.
  • Perform daily team adjustments audits that may have been missed from the previous day.
  • Optimize schedules for specific campaigns ensuring appropriate coverage across hours of ops.
  • Pull and send adherence, shrinkage and other adhoc reports as requested.
  • Partner with Forecasting Team to maintain PTO Calendar Allotments
  • Partner with Forecasting Team on shift bids, mini-bids and schedule management.
  • Partner with Forecasting Team to build base schedules that align with staffing distribution and volume patterns.
  • Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.

Qualifications

  • Past experience in Scheduling and Real-Time workforce management, contact center operations required.
  • Experience maintaining and scheduling agents in Verint WFM solution required.
  • Demonstrated communication skills and techniques within a fast-paced corporate environment
  • Ability to handle multiple projects and deadlines without sacrificing professionalism.
  • Ability to build and maintain relationships while leading critical business projects
  • Strong judgment and comfort with ambiguity
  • Strong PC skills required (Excel, Access, PowerPoint, Word)
  • Competitive and entrepreneurial spirit with the ability to work under minimal guidance
  • Willingness to manage and be the front face of the team