Company Description
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years, we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**.
**Job Description**:
**_
What you will be doing;_**
Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
- Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.
- Report and work closely with the Operations and System Teams to manage and resolve downtime and telephony issues.
- Make adjustment to call allocations driven by the real-time trends.
- Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
- Handle agents' daily exception management of our Calabrio system.
- During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered.
- Update reporting for agents, teams, and programs to provide analysis of areas of opportunity, AHT, SLA, Schedule Adherence, SVL stats for previous day, WTD, and MTD.
- Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts.
- Responsible for tracking attrition, absenteeism, and unproductive hours in real time.
- Determine if additional off phone activities can be scheduled or recommendation to cancel is needed due to SLAs.
- Other related duties as assigned.
**Qualifications**:
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Requirements:_**
- ** Experience with WFM software (Calabrio/ Cisco) that includes real-time adherence. This is a Plus**:
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), **with the ability** to organize/analyze data in a structured manner.** This is a must.**:
- High School Diploma or GED
- ** Schedule Flexibility (Including weekends and holidays). This is a must.
Additional Information
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ _and it ensures that we live what we believe._ll your information will be kept confidential according to EEO guidelines.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer_. _We're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we've helped people and economies flourish - and we're not done.
We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action!
The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.
Find out what is like to work for Experian and discover the Unexpected!
