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Job Details

What you will do:

This is a workforce planning position responsible for activity forecasting in a multi-site call center environment. This position reviews and creates short and long term capacity/demand planning as well as monitoring operational performance.

This is a highly visible role, with the primary goal of understanding the variables to the forecast, how it will affect the operation, and ultimately help recommend how to respond tactically. This position will create various reports and analyze data to make recommendations for continuous improvement.

To provide assistance to Operations to ensure smooth success of the Call Monitoring Center. Researching call center metrics and other data to increase efficiency within the center. Creating and producing reports based on this data using a variety of software such as NICE CXOne, MS Excel, Access and SQL.

How you will do it:

• Provide assistance to the Resource Desk and each line of business ensuring smooth operations

• Short- and Long-term activity analysis, forecasting and workforce planning




• Schedule change impact analysis




• Applies NICE IEX data to provide recommendation on staffing and call/alarm management.




• Agent data entry and onboard processing in various systems




• Track absenteeism and tardiness




• Provides second level support to the agents for all general questions asked via the Resources Desk phone number   




• Performs other duties and responsibilities as assigned.

What we look for:

Required:

• Must be professional




• Well organized and able to handle multiple tasks in a fast-paced work environment




• Possessing good time management skills. 




• Strong customer service attitude is necessary. 




• Good process management skills are necessary: following procedures, ensuring high quality output and attention to detail. Effective analytical skills. 




• Must have excellent interpersonal skills especially in verbal and written communication and interacting with various level of management.




• Must be “action oriented”: able to take independent action, respond quickly and go above and beyond. 




• Ability to work independently /stand alone, as well as work cohesively on a team.




• Flexibility to work other shifts on short notice preferred.




• Ability to handle confidential/critical information is essential. 




• Must be dependable and have excellent attendance. 




• Must meet performance standards

·Knowledge of MS Office and experience with Excel is a must

Preferred:

• Workforce Management Software, SQL and MS Access experience preferred

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.