Responsible for the day-to-day operation of the area Work Flow Manager for the BSC organization. Responsible for monitoring the flow and balancing of volume into the call center and reacts to service level pressures. Intra-day management responsibilities include monitoring service levels, allocating resources (including call-outs, offering overtime, and tracking. Duties may also include report generation and basic data analysis. Coordinates with leadership in order to resolve any possible complications or barriers prior to system launch, or enhancements which include UAT testing. Creates and maintains successful alliances with key resources (i.e. BFO, Sales, and Area BSC’s Provides expertise to the Business Service Center organization and ensures compliance with corporate business requirements. Provides key input into business cases for proposed projects. This position impacts the center/area’s ability to achieve its service level goals through accurate management of the WFM tool including processes and reporting.


High School Diploma required. Some college preferred or equivalent work experience. Strong knowledge of BSC functional groups with a minimum 9 months of operational call center experience. Strong written and oral communications as well as problem solving skills. Ability to generate standard system reports. Excellent analytical, quantitative, proactive thinking and organizational abilities. Excellent time-management and prioritization skills. Strong problem-solving and negotiation skills. Ability to multitask. Excellent interpersonal skills at every level of the organization including senior management. Proficiency in desktop applications, including word processing, spreadsheet and presentation software. Proficient in VISION, ACSS, WFM, InfoManager, Microsoft Office and Outlook.

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