Job description
Overview:
Responsibilities:
About National Debt Relief:
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
National Debt Relief is a certified Great Place to Work®! Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $24.28 - $31.25/ hr. Benefits:
Our extensive benefits package includes:
For information about our Employee Privacy Policy, please see here
#LI-REMOTE
Responsible for growth, development, productivity and success of the Real Time Analysts, and successful execution and necessary adjustment of scheduling plans on a daily basis. Monitor real-time performance across National Debt Relief contact centers and some affiliates. Achieve service level and productivity targets by effective utilization of various call routing technologies and WFM processes to ensure all centers and lines of business achieve service level targets and/or optimal workload processing. Ensure active communication of service delivery issues to other WFM team members, executive management, and the business units. Coordinate staffing changes and lead implementation of emergency recovery procedures, as appropriate.
Responsibilities:
Impact on Business
- Leadership – Train and coach Real Time Analysts to achieve expectations and hone necessary skills, identifying and working on areas for improvement and maintaining strengths; Participate in interviewing and decision-making for new Real Time Analysts; Conduct daily RTA huddles & bi-weekly/monthly one-on-ones; Develop KPIs/measurements for success of Real Time team along with Manager; Hold analysts to these KPIs while also consistently meeting or exceeding them; Responsible for managing a remote team based in the Dominican Republic.
- Real Time Management - Ensure successful process is in place for monitoring of contact handling performance for all lines of business at NDR Customer Service locations; Stay abreast of workflow challenges by actively participating in the queue monitoring and staff management; Take actions and empower Real Time Analysts to take actions necessary to achieve service level targets and financial performance goals across all lines of business daily; Proactively react to and train analysts to take initiative in responding to service delivery issues using call allocation, routing changes and/or staffing changes
- Communication – Determine contributors to success or failure of a department to meet service lever targets and advise respective parties with a sense of urgency, building relevant adjustments and best practices into daily RTA routine; Communicate recognized trends and make recommendations for operational improvements as needed.
- Work closely with Scheduling Analysts and Scheduling Coordinator to ensure accurate plans are in place for necessary overtime or AEDs; Own execution along with Real Time team, as applicable
Innovation and Change
- Continuously review and improve upon real time management processes
- Analyze and troubleshoot WFM tool and ACD/ related telephony data for all locations on a regular basis and make recommendations for improvement to the management team.
- Take the lead in reaching out to WFM tool support team to find solutions to functionality deficiencies or inaccuracies that negatively impact service level achievements, and champion improvement efforts within tool, testing and providing feedback when new features are launched
Internal & External Customers / Suppliers as well as Third Parties
- Allocate staffing resources to ensure external customers’ expectations are met within budget.
- Partner with business on intra-day service impacting staffing decisions.
- Assist customers with the analysis and interpretation of contact center data and metrics and make recommendations for changes to optimize functionality.
- Interact regularly with business partners at all levels assisting with same-day service level questions.
- Strong analytical skills (can analyst uncover cause and impacts)
- Maintain schedule accuracy
- Contact routine accuracy and efficiency
- Strong partnerships (Operations, Scheduling Analysts, Forecast & Capacity Planning Team)
- 2 years of Workforce Management experience preferred
- Associates degree required; Bachelor’s degree preferred
- Demonstrated ability to lead a small team of analysts
- Some project management and/or leadership experience a plus
- Proficient in the use of Microsoft Office with an emphasis on Excel
- Proficient in the use of at least 1 Workforce Management Software (Teleopti, Genesys, Aspect, IEX, Verint, etc)
- Strong knowledge of at least 1 automated call distribution system (Twilio, Avaya CMS, RingCentral, etc)
- Experience navigating and pulling report data from HRIS/Payroll systems, ADP preferred
- Preferred Proficiency in the use of Salesforce and dialer routing tools
- Proficient English speaking-listening-writing skills
- Keen attention to detail and accuracy
- Strong and efficient analytical and problem-solving abilities
- Ability to develop new ideas and creative solutions
- Quick, effective thinker who is solution oriented and owns outcomes within reason
- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
- Flexible, goal-driven, and organized
About National Debt Relief:
National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
National Debt Relief is a certified Great Place to Work®!
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Generous Medical, Dental, and Vision Benefits
- 401(k) with Company Match
- Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
- 10 weeks Paid Parental Leave
- Pre-tax Transit Benefits
- No-Cost Life Insurance Benefits
- Voluntary Benefits Options
- ASPCA Pet Health Insurance Discount
National Debt Relief is a certified Great Place to Work®!
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
For information about our Employee Privacy Policy, please see here
#LI-REMOTE
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