Workforce Management Intraday Team Lead

    • Jacksonville, FL

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, vis it www.adt.com or follow us on Twitter , LinkedIn , Facebook and Instagram .

Position Description:

This integral role within the Command Center team assists in the coordination and delivery of resources in meeting CMC primary business targets and directives. This position will require flexibility to work various shifts (24x7) as needed and will be a partner to the CMC floor operations team in managing resources in real time.

The Team Lead will be accountable for creation and execution of daily Command Center and global call center strategies via use of KPIs, trends, and other analysis to improve baselines, identify and solve problems, and lead initiatives to continually improve the customer and employee experience. Owns the partnership with all levels of the business to interpret data and trends into meaningful projects that will uncover opportunities, create solutions, and drive effeciencies to people, behaviors, and processes. Responsible for managing real-time Command Center processes aimed at lower workload demand, eliminating nonproductive time, and proactively executing on initiatives that improve the speed to delivery to customers.

Analysis: Assist LCC Manager and Ops Manager with data extraction, trend and other analysis (KPI, Behavioral, & Financial), MPR, "telling the story" of data/trends, DOW trends, overtime recruitment and effectiveness, productivity & outlier reporting, real time management, etc.

Communications & Partnerships: Publishes daily/weekly Incentives, updates boards/TVs, communicates (written and in person verbally) frequently and articulately to all levels of business; Drives alignment of LCC via close partnerships & implementation of best practices with sister LCC sites TMs and TLs and the NCC. Helps to drive the center culture by partnering closely with local UMs, TMs, agents, and others on site and global initiatives.

Strategy/Execution: Assists LCC TM in creating and facilitating daily, weekly and monthly strategies for Center(s) supported (i.e. daily stand ups, schedule & holiday bids, new hire schedules, facilitation of new hire presentation, monthly team assignments, etc.). Effectively manages and drives awareness and efficiencies around real-time agent productivity, setting pace and acting with urgency at all times in response to "codes", and ensuring the proper balance of engagement and service to customers (works closely with UMs, TMs, LCC, NCC, agents, Training, and other business partners to accomplish). Assists Ops Leaders and LCC TM to achieve productive hours goals. Develops and presents WFO and LCC information to all new-hires. Weekly/Monthly/Quarterly audits on LCC activities for accuracy - examples include Surge coding, Group assignments, Trial Schedule accuracy, pre-planned engagement, and more. Responsible for administering shift bids including Holiday bids.

Accuracy & Timeliness: Creates, maintains, and delivers results of audits of engagement, schedules, attrition, assists TM with creation and delivery of LCC Coordinator monthly scorecards, attends and participates in meetings; accuracy in Surge coding, Eraser, Payroll, Group assignments, Trial Schedules, pre-planned engagement, and other critical to business deliverables as assigned.

Leadership: Back-up for the LCC Manager, LCC Coordinator, and will become a SME on all LCC responsibilities (leading LCC in the absence of LCC Manager); ensures the integrity of personnel, work and processes. Flexibility in adjusting to changes in business & processes. Adhoc and other duties as business dictates. Back-up for the LCC Manager and ideally natural progression into that role if the need arises. Assist LCC Manager and Ops Manager with data extraction and analysis as needed. Subject manner expert on all things LCC and responsible for training all new LCC Coordinators

Education:
- High school diploma or GED.
- Strong user of Avaya, Aspect or other similar contact center software.
- 3 years or more in Workforce Management.

Desired Qualifications:

In process of or obtainment of AA or BA in Business, Statistics, Economics.
MS Office or other call center and statistical/analysis certifications a plus.
Proven strategic mindset with contributions made that improved financial and/or customer experiences.
Strong interpersonal, communication, and organizational skills.
Has successfully demonstrated the ability to perform and provide results in a fast paced, team-oriented environment.
Must have strong MS Excel skills (preferably advanced data analysis, creativity, and formula driven experience).
Ability to understand and solve for complex problems. Ability to mulit-task effectively.
Must be able to maintain a high degree of productivity, accuracy, and sense

ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.


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