JOB POSTING INFORMATION
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JOB TITLE: Call Center Resource Management - Supervisor (BGE)
SSONETCODE: 3300350
JOB CATEGORY: Clerical, Secretarial and Office
JOB AREA:
FUNCTION CODE: ADM
INDUSTRY CODE: OTH
JOB STATUS: Full Time
COUNTRY: US
POSTAL CODE: 21202
REGION: MD
MUNICIPALITY: Baltimore
SALARY LEVEL: Salary commensurate with experience

BENEFITS: We offer competitive benefits to our employees on a partnership basis including health care choices, a retirement plan, insurance coverage choices, and flexible spending accounts. Our program is comprehensive, giving our employees and their families peace of mind that their needs can be met for their health, emotional, and financial well being. Employees receive company paid vacation time, holidays and sick time. And, because we realize that time away from work is important, employees begin accumulating vacation time during their first month at work.
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JOB DESCRIPTION: This position is responsible for long range planning and on-going analysis of real time performance and the determination of alternate plans when necessary for a 24-hour customer call traffic and resource control operations on the Customer Communications Center (CCC). Responsible for compiling data and forecasting call volumes and call trends, using forecasts and trends to determine overall staffing needs. Responsible for deployment of Intraday Performance (IDP) Management (IDPs), reporting on future related events to management to ensure proper planning of call center service level, staffing, overtime, forecast variances, and contingency planning, collect and analyzes the business requirements and transfers knowledge to key stakeholders. Communicates effectively with external clients and internal teams to deliver product's functional requirements. Leads and implements staffing plans associated with storms and other significant events on BGE's distribution systems. Serves as primary point of contact for all internal stakeholders whose activities have direct real-time impact on Contact Center operations. Shift bid planning, implementation, scheduling, communication, and efficiency auditing. New hire class forecasting and scheduling. Responsible for running monthly updates for Aspect EWFM in regards to all metrics that contribute to creating an accurate forecasting environment. Reviews reports from Avaya CMS and cross analyzes employees? skills/job functions to Aspect EWFM reporting. Maintain a direct partnership with call center Managers, Supervisors, and Agents to promote an employee friendly environment. Coordinates all operational needs that required departmental decisions. Organizes workflow to ensure efficient department operations beforehand. Serves as an alternate in the Manager's absence.
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QUALIFICATIONS:
* Excellent communication skills including verbal, written and listening skills
* Excellent interpersonal, analytical and time management skills
* Ability to work independently
* Advanced or excellent skills in MS Office.
* Solid mathematical aptitude and effective project management skills.
* Ability to analyze and document complex business processes.
* Ability to make effective decisions under pressure.
* Ability to think analytically and should be a problem solver.
* Excellent interpersonal, analytical and time management skills
* Ability to gather and interpret relevant data and information.
* Working knowledge of Call Center Workforce Management Processes and Principles
* Ability to translate business requirements to technical team members
* Proactive highly motivated

Education and Experience:
* Bachelor's degree or equivalent work experience
* Minimum 2 years supervisory experience in high volume call center
* Workflow management experience is a plus
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START DATE:
END DATE:

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