Contact Center Real-Time Specialist

Summary:

Responsible for the execution of real-time resource planning practices and processes to ensure business results are achieved. Manages intraday schedules that optimizes staff to meet customer demand. Consults with leadership and the Command Center team through the day to allocation resources as efficiently as possible. This individual analyzes key business data and articulates meaning to leadership in huddles and intraday touchpoints.

Primary Duties & Responsibilities:

• Monitors and responds to real-time contact center volume traffic for multiple lines of business.
• Consults with business leaders to reallocate resources throughout the day.
• Detects and reports on trends with intra-day performance that may impact business results.
• Facilitates huddles to discuss prior day business results, while highlighting key insights and data trends. Consults on current day projections and provides actionable recommendations to business leaders.
• Responsible for the accurate execution and delivery of regular Command Center reports
• Leads phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.
• Monitors Intradiem and reports irregularities or issues to the Intradiem Consultant
• Ad-hoc requests/projects.
• Additional duties and responsibilities as assigned.

Qualifications:

• Bachelor's degree in business or related field or equivalency and/or equivalent work experience.
• Minimum of 2 years of workforce management experience required, preferably in intraday work
• Stamina to work in a fast-paced and team-oriented environment.
• Ability to work primarily between the hours of 7:00am-6:00pm CST or as needed work a split shift between the hours of 7:00am-6:00pm CST to respond to business needs. At times, may be required to work holidays or weekends when the Contact Centers are open.
• Excellent verbal and written communication and interpersonal skills including the ability to comfortably communicate with various levels of leadership.
• Highly self-motivated and self-directed with the ability to balance multiple assignments without close supervision and maintain composure under pressure.
• Strong analytical abilities in decision making and problem solving.
• Proven ability to understand overall Company and lines of business needs and challenges.
• Ability and initiative to learn and apply new information rapidly
• Proficiency in Microsoft Office, including Excel, PowerPoint, and OneNote
• Experience with Verint, Five9, Zendesk, Intradiem, and/or Slack a plus.

Compensation Range:

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Geographic Specific Pay Structure:

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We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

Data Literacy (NM) - Beginner, Resource Management (NM) - Beginner, KPIs & Metrics (NM) - Beginner, Operating Model Management (NM) - Beginner, Analytical Thinking (NM) - Beginner, Resource Planning & Forecasting (NM) - Beginner, Operational Excellence (NM) - Beginner, Technical & Digital Acumen (NM) - Beginner, Customer Centricity (NM) - Beginner, Consulting (NM) - Beginner, Cross Functional Partnering & Planning (NM) - Beginner, Storytelling through Data (NM) - Beginner, Data Analytics (NM) - Beginner

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups