Harland Clarke is a leading provider of customer engagement solutions that help connect businesses and people how, when, and where it matters.  The company offers payment tools such as checks and cards; and marketing services such as deposit and loan acquisition programs, digital marketing, performance analytics and promotional products for businesses.  It deploys these solutions holistically, across print, phone, and digital channels, ensuring that the customers of its world-class client base enjoy a consistently superior experience.  Harland Clarke is a wholly owned subsidiary of Vericast (http://www.vericast.com).  For more information, visit www.harlandclarke.com or follow Harland Clarke on LinkedIn and on Twitter @HarlandClarke.

JOB SUMMARY

Maintains intraday performance performs scheduling process tracking and forecasting of personnel to handle daily call volume to meet the service level and occupancy goals of the center. Works with Corporate to forecast and track call volumes for Contact Center. Responsible for all aspects of Center scheduling to meet call center demand.  

KEY DUTIES/RESPONSIBILITIES

• Staffing and Scheduling:  Responsible for maintaining work schedules of Center personnel to meet daily workload (interval call volume, average handle time, client billable hours, hours of operation, etc.).  Administer and maintain PTO and other time off allowances for Center personnel.  Works closely with Center HR regarding work schedules, paid time off, holidays, and other time off. Track daily call volume, average handle time, billable hours, etc. and compare to scheduled personnel; ensuring Center is staffed correctly to meet customer and client expectations.  Schedule and track time off phones for misc. activities (i.e. meetings, learning sessions, etc.). 40%
• Service Performance Management: Work with Supervisors, Center Leadership, and other Operational staff to manage day-to-day operations by verifying Service Performance (call volume, AHT, arrival patterns, billable hours, etc.) throughout the day and making schedule adjustments for the remaining portion of day to ensure center performance goals are met.  Monitors service levels, volume, average handle time, billable hours, etc. in Center and takes appropriate action.  Will assist in moving call types to different Specialists. 20%
• Advising:  Provide recommended options and suggestions when Center is below service performance goals.  Works with Center Management to prepare for new business loads 20%
• Reporting:  Update and maintain interval, daily, weekly, and monthly historical data.  Collect and summarize agent productivity, unaccounted time, and adherence, etc. data as well as call metrics data.  Monitors real time tools, including Real-Time Adherence, CCPulse, etc. to monitor Center and specialist performance.  Manages technology outages, reports back to IT POC’s and opens technology tickets based on process or direction. 20%

Qualifications

EDUCATION

High School Diploma required; 1-2 years college preferred.
 
EXPERIENCE

Minimum of 1 year experience in a call center environment preferred
 
KNOWLEDGE/SKILLS/ABILITIES

• Problem resolution skills
• Able to work flexible hours when necessary

 
COMMUNICATION AND CONTACTS
Contact Center, Corporate, and Field Sales employees. Clients and Customers. 
 
DECISION MAKING
Center level. 
 
OTHER
Supervisory Responsibilities:   Generally no direct reports but may assume Team Leader role based on needs of Center.

Harland Clarke, a Vericast Company, considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Valassis will provide reasonable accommodations for qualified individuals with disabilities by contacting our recruiting administrator at [email protected].

EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

All your information will be kept confidential according to EEO guidelines.