Team Lead, Scheduling (Job ID 2010090)
Category Contact Center
ADT Inc. (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada, protecting homes and businesses, people on-the-go and digital networks. Making security more accessible than ever before, and backed by 24/7 customer support, ADT is committed to providing superior customer service with a focus on speed and quality of responsiveness, helping customers feel safer and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 19,000 people throughout North America. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
This integral role within the Command Center team assistsin the coordination and delivery of resources in meeting CMC primary businesstargets and directives. This position will require flexibility to work variousshifts (24x7) as needed and will be a partner to the CMC floor operations teamin managing resources in real time.
The Team Lead will be accountablefor creation and execution of daily Command Center and global call center strategiesvia use of KPIs, trends, and other analysis to improve baselines, identify andsolve problems, and lead initiatives to continually improve the customer andemployee experience. Owns theparternship with all levels of the business to interpretate data and trendsinto meaningful projects that will uncover opportunities, create solutions, anddrive effeciencies to people, behaviors, and processes. Responsiblefor managing real-time Command Center processes aimed at lower workload demand,eliminating nonproductive time, and proactively executing on initiatives thatimprove the speed to delivery to customers.
Communications &Partnerships: Publishes daily/weekly Incentives,updates boards/TVs, communicates (written and in person verbally) frequentlyand articulately to all levels of business; Drives alignment of LCC via closepartnerships & implementation of best practices with sister LCC sites TMsand TLs and the NCC. Helps to drive thecenter culture by partnering closely with local UMs, TMs, agents, and others onsite and global initiatives.
Strategy/Execution: Assists LCC TM in creating and facilitatingdaily, weekly and monthly strategies for Center(s) supported (i.e. daily standups, schedule & holiday bids, new hire schedules, facilitation of new hirepresentation, monthly team assignments, etc.). Effectively manages and drives awareness and efficiencies aroundreal-time agent productivity, setting pace and acting with urgency at all timesin response to “codes”, and ensuring the proper balance of engagement andservice to customers (works closely with UMs, TMs, LCC, NCC, agents, Training,and other business partners to accomplish). Assists Ops Leaders and LCC TM to achieve productive hours goals. Developsand presents WFO and LCC information to all new-hires. Weekly/Monthly/Quarterlyaudits on LCC activities for accuracy – examples include Surge coding, Groupassignments, Trial Schedule accuracy, pre-planned engagement, and more. Responsiblefor administering shift bids including Holiday bids.
Accuracy &Timeliness: Creates, maintains, anddelivers results of audits of engagement, schedules, attrition, assists TM withcreation and delivery of LCC Coordinator monthly scorecards, attends andparticipates in meetings; accuracy in Surge coding, Eraser, Payroll, Groupassignments, Trial Schedules, pre-planned engagement, and other critical tobusiness deliverables as assigned.
Leadership: Back-up for the LCC Manager, LCC Coordinator,and will become a SME on all LCC responsibilities (leading LCC in the absence ofLCC Manager); ensures the integrity of personnel, work and processes. Flexibility in adusting to changes inbusiness & processes. Adhoc and other duties as business dictates. Back-up for the LCC Manager and ideallynatural progression into that role if the need arises. Assist LCC Manager and Ops Manager with dataextraction and analysis as needed. Subject manner expert on all things LCC andresponsible for training all new LCC Coordinators
- Highschool diploma or GED.
- Stronguser of Avaya, Aspect or other similar contact center software.
- 3years or more in Workforce Management.
Inprocess of or obtainment of AA or BA in Business, Statistics, Economics.
MSOffice or other call center and statistical/analysis certifications a plus.
Provenstrategic mindset with contributions made that improved financial and/orcustomer experiences.
Stronginterpersonal, communication, and organizational skills.
Hassuccessfully demonstrated the ability to perform and provide results in a fastpaced, team-oriented environment.
Musthave strong MS Excel skills (preferrably advanced data analysis, creativity,and formula driven experience).
Abilityto understand and solve for complex problems. Ability to mulit-task effectively.Must be able to maintain a high degreeof productivity, accuracy, and sens
ADT LLC is an Equal Employment Opportunity (EEO) employer.We are committed to having a diverse and inclusive workforce and do our best tofoster a culture and environment where every employee feels valued. Our goal isto serve our customers and help save lives. We can achieve this goal when wehave the best talent working in an environment where employees feel includedand recognized. Visit us online at jobs.adt.com to learn more.