CenturyLink Call Center Forecaster in Rocky Mount, North Carolina
CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.
CenturyLink is seeking a Call Center Forecaster with an extensive understanding of forecasting theories and concepts. As part of a strong team you will ensure metrics are met by performing tasks including real time monitoring call queues and agents’ skills, analyzing performance and results, providing analysis based recommendations.
This position is available in Rocky Mount NC, Salt Lake City UT, and Apopka FL.
Strong analytical and critical thinking skills in order to appropriately plan staffing for future events and to adequately balance the needs of the business with the welfare of the employee.
Ability to monitor real time performance and use critical thought processing and analytics to manage call queues, routing, and agent skilling to balance the work load.
Uses workforce management software and systems to review data, design plans, and measure results/trends.
Conduct root cause analysis and develop improvement plans for any missed metrics such as service level or handle time.
Provide trouble resolution support for call center systems including the opening of tickets with appropriate fix agencies, communicating outage and impact to leadership, and coordinating mitigation steps during the outage.
Manage the Service Level Threat Process that ensures real time response based on the conditions of queue size and service level performance.
Communication to leadership and frontline as to status and mitigation activity.
Responsible for delivering the quarterly and weekly plans to call center leadership and requires routine discussions with call center general managers.
Create quarterly schedules that are based on historical trends, upcoming changes, employee work rules, and available headcount.
Ensure schedules support business needs and provide coverage for all planned events (holidays, seasonal spikes, training/development, non-productive time away).
Facilitate weekly plans and meetings with leadership to review periods of the coming week staffing with prioritized recommendations.
Manage the delivery and ensure accurate reporting of answer time targets as defined by leadership and/or the state specific Public Utilities Commission.
Prepare daily reporting for the Executive Leadership Team to define current performance, root cause for missed metrics, and mitigation plans for improvement.
Create annual PTO (paid time off) calendar to ensure frontline agents have ample availability while balancing business needs.
2 years Call Center Forecasting or Call Center experience required.
Proven analytical skills
Requires an excellent understanding of call center policies, strong communication skills, and ability to manage multiple tasks simultaneously.
Ability to provide On Call Support for nights and weekends.
Ability to work late nights and weekends as required.
Demonstrated interpersonal skills and proven ability to work with internal and external customers.
Ability to multi-task in a Microsoft Windows environment.
contact center, analyst, salt lake city, apopka, 110709
Alternate Location: US-Florida-Apopka; US-North Carolina-Rocky Mount; US-Utah-Salt Lake City
Requisition # : 110709
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.