What You Will Do

Distribute intraday and daily service KPI performance reports, including commentary to various collaborators.
Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.
Manage real-time agent adherence to schedule and log relevant schedule exceptions.
Monitor all contact types and implement defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
Process ticket requests within established internal SLAs.
Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
Investigate and file tickets relating to general system outages affecting the center.
Facilitate communications with IT teams towards the minimizing of center downtime.
Prepare, maintain and update RTA SOP documentation as identified and requested.
Make recommendations toward performance improvement including training and shift adjustments needs.

Your Qualifications

At VistaPrint, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities

Highly resourceful with the ability to work independently and take initiative.
Excellent verbal and written communication skills.
Strong interpersonal skills and the ability to communicate with many different levels of personnel.
Be open to change and must be flexible, able to work all hours and weekends.
Ability to juggle multiple and changing priorities efficiently and effectively.
Skills for effective data analysis and reporting.

Nice to Have

Associate Degree in a Business or Statistics related field preferred or equivalent work experience.
Strong skills in Microsoft Office with emphasis on Excel.
Experience with working with ACD’s, IVRs, and Workforce Management Contact Center tools.
Experience in Real-time Monitoring, Scheduling, or Forecasting.