Experience : 0 Description : Auto req ID 203523BR Job Title Intraday Specialist Job Status Full Time Country United States Province/State Maine New Jersey City1 Auburn Mount Laurel Location 6000 Atrium Way Auburn Call Center Business line Other Job Category - Primary Call Center Job Category(s) Call Center TD Description About TD Bank, America's Most Convenient Bank TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. at http://www.tdbank.com/ Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US . TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com at http://www.td.com/ . Department Overview The Intraday Specialist is responsible for real-time queue management, and balancing performance across all queues. The Intraday Specialist provides operational support including, but not limited to intraday reporting and communication regarding performance impacts or system issues. Job Description Real Time Adherence/Intraday management based on business operational productivity metrics. Partners with supervisors/managers to provide real time operation Management of Call Center agents. Arranges for adequate staffing in support of actual call volumes and available staff to ensure timely service to Customers. Partners with workforce team to fill schedule requirements and schedule call center staff according to forecasted needs. Answers Employee call out line and makes updates to provide coverage as needed. Monitors and documents all technology events and communicates findings to Call Center Employees. Ensures proper skill set assignments based on agent skill level. Identifies and reports adherence concerns and provides feedback to area supervisors. Provides comprehensive, real-time traffic information to Call Center staff. Schedules and participates in training activities in support of ongoing development and continuous improvement. Monitors real-time agent productivity including adherence, not ready and average handle time. Handles system issues by contacting and acting as a liaison between leadership and IT. Assists in managing Call Center performance by decision making for off phone activities, as well as pulling additional resources into the queue ("All Hands on Deck") when necessary. Tracks and trends department statistics including but not limited to overtime, schedule adherence, and absenteeism. Helps to ensure balanced service levels across multiple queues. Participates in special projects and performs additional duties as assigned. Interacts with all levels of leadership and provides Real Time information/updates. Maintains strong knowledge of all Workforce Related Systems (IEX. Cisco, etc.). Executes on BRP plan where business approval has been provided. Job Requirements + Must be eligible for employment under regulatory standards applicable to the position. High School Diploma or equivalent experience 1-4 Years of related experience Strong verbal/written communication and organizational skills. Proven multi-tasking skills and abi County : Burlington URL : https://nlx.jobsyn.org/f402853f7c754f43a984d6a72f127c2d159