Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. .css-as7amh{font-size:var(--chakra-fontSizes-sm);font-weight:var(--chakra-fontWeights-semibold);line-height:var(--chakra-lineHeights-base);display:inline-block;}All 55, Sign in or create an account to save jobs, .css-lvyu5j{margin-right:10px;}Broadpath.css-1t92pv{margin-right:20px;color:var(--chakra-colors-neutral-700);white-space:nowrap;}Remote.css-epvm6{white-space:nowrap;}2.9 .css-fy0zar{color:var(--chakra-colors-yellow-500);height:12px;display:inline-block;}, Responsible for skilling agents with necessary lines and priorities. NICE IEX Workforce Management runs a TCP "listener" process to accept the data connection from the RTA interface of Avaya CMS. Our Real Time Analyst is responsible for monitoring daily metrics and real time status of. Since 2010, our global team of researchers has been studying NICE IEX Workforce Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise . Customer Service is the heartbeat of our company. As a pioneer of the driver assistance industry, our mission is to create stronger and lasting relationships between you and your customers. A lot has changed since that very first event, but a few things have stayed the same: Our promise to provide valuable insight to our clients Agerosflexible, dynamic tools can transform the entire dispatch management experience, with powerful features including: More than ever, drivers expect convenience, speed, and choice. This export provides an overview of details from all queues assigned to particular contact type (CT). The dynamic, context-sensitive supervisor interface is purpose-built for the needs of supervisory staff, providing them with single-point access to crucial performance information and the ability to intervene when necessary. Password The agent is a dynamic interface designed for the streamlined handling of all contact center interactions, regardless of channel. Please contact your System Administrator. Our white-label roadside assistance, accident management, consumer affairs, and digital dispatch solutions are informed by deep industry expertise and insight from more than 12 million annual events. The dashboard is very easy to navigate and learn how to use. The Role of Automation in Schedule Management. Powerful re-forecast and re-simulation for net staffing, manage published accurate schedules and track adherence. I do have to say having real-time updates and ETAs for the customers is extremely helpful and gives customers peace of mind of when they can expect the roadside driver to arrive at their location., - Sandy Swift, BDC Associate, Audi Exchange. Free Demo Get Pricing. Trusted by more than 5 Million users across the globe. By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy. Continue. See how our digital-first products and services can benefit your business. This export provides details about a specified queue related to the number of actual contacts handled, abandoned, and so on. Each category has multiple subsets of data you can choose from. Machine learning (ML) simulation for efficient schedules that support work-life balance. Identifying opportunities to improve CCC metrics and leads deep dive analysis to address forecasting deviations below target metrics. Streamlines the workflow with intuitive, context-sensitive controls; Empowers agents to personalize interactions with customer data and information in seamlessly integrated panels Swoop is really helpful for the advisors to get both on site and towing notifications so they can start writing up the paperwork and prepare for the customer before they arrive. Agero. The dynamic, context-sensitive supervisor interface is purpose-built for the needs of supervisory staff, providing them with single-point access to crucial performance information and the ability to intervene when necessary. Continuous innovation and improvement as we look to the next 50 years. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. Cloudflare Ray ID: 7a2a0aa1ee81921a Have access to multiple offices? Swoop Tow Management To learn more, visit www.agero.com. Email *. Two are XML format, and there is one output file that gives you the option of both formats. Continue. The output files may contain a header The first line or lines of a file that provides overview or other important information that instructs a program or operating system on how to use the information contained in the file., depending on your export is configured. In October of 1972, Agero (then known as Cross Country Motor Club), completed our very first roadside assistance service. Easily connect to your client and business systems with built in integrations or with custom gateways. 2023 Agero, Inc. A Cross Country Group Company. They have created an increasingly unique environment with relatively high job security, fun work, and high career growth potential. We would like to show you a description here but the site won't allow us. The specified Agent Data Group description. Were not just driving our clients forward. This export requires that your organization use the IEXWFMIntegrated Time OffManager. $10. WFM Business Analyst (NICE-IEX System Administrator) at Agero. To deliver exceptional, modern & seamless roadside assistance, accident management & connected vehicle experiences to customers worldwide. Role Description and Mission: As a leader in the Workforce Management industry for over two decades, this cloud WFM product encompasses all workforce planning needs. Bachelors degree or equivalent experience. We would like to show you a description here but the site won't allow us. This export provides revised forecasts based on changes made to specific metrics. It is powered by algorithms and configurable to client needs. The Agero blog: our musings on drivers, clients, and our communities. This export is similar to the Agent ResultsDetail export, except without the period data. Armed with a phone book, a pencil and pad of paper, and a rotary telephone, he made it happen. The WFM Analyst Sr accurately predicts call volumes, average speed of answer (ASA), service levels,, Assist with the integration and implementation of new call center technologies. This export provides a combination the Agent ScheduleSummary and the Agent Activity Detail exports. Avaya Tester/ Avaya Engineer/ Cirruslabs Remote 4.2. If an attribute isn't defined when the export is configured. No reviews yet. Total Amount. startDev, endDev, durationDev, fctsSLPct, fcstOcc, fcstASA, fcstReq, revPlanReq, Ageros mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients relationships with their customers. Free Demo Get Pricing. Learn how AI Forecasting provides improves everything from service level attainment to Customer Satisfaction and First Call Resolution scores. Public Storage offers competitive compensation program, in addition to medical,. In celebrating each others differences, we lift each other up and create space for innovation and community. How do you collaborate with other teams in the company? If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. 5.196.26.210 Rate this app or be the first to review. The action you just performed triggered the security solution. Can also include organizational information such as time off group, bidding information, and accrual date. Keka HR. Were driving the transformation of our market. Improves the ability to manage agents with real-time performance metrics, Streamlines the listen, coach, barge, and takeover process for live interactions, Optimizes SLA levels with real-time monitoring and the ability make adjustments to resolve shortfalls, Simplifies the management of agent skill assignments and proficiencies, Enables on-the-go access with a mobile-aware, HTML5 design. Its a win-win.. Driver support is so complex and multifaceted, and we get to rethink it from every angle to make the experience better for everyone involved. It includes a summary of the agent's scheduled times and actual times worked. Bachelors degree required in a business related field, e.g., Finance, Accounting, Management, Math, etc; MBA Preferred. NICE CXone has been recognized as a leader by Forrester Research in The Forrester Wave: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020. Driving Driving: Unmatched Digital Driver Assistance, Driving Intelligence: Explore Agero Insights & Media. As someone who loves solving puzzles and problems, I'm like a kid in a candy shop every day at Agero. Leading innovation in workforce management for contact centers, the NICE WFM Suite drives automation, overcomes complexities, and extends digitalization. The most comprehensive workforce management suite for contact centers. If an output file is specified for more than one entity, If data exist for an agent that has been deleted from, The first line of every output file starts with, The second line of every output file begins with. For general questions or customer support please visit our Contact uspage. Copyright 2005-2023 NICE LTD | NICE CXone All Rights Reserved. Its patented AI and machine learning technology unlocks your workforce's potential and harnesses the true power of your organization's greatest asset . A blank line appears below the header lines in the output file. Learn how were doing it in our latest podcasts, videos, infographics and whitepapers. Home Copyright 2023 by IECIS Terms Of Use Privacy Statement Copyright 2023 by IECIS Terms Of Use Privacy Statement Our maniacal focus on the customer experience Best candidate will be call center focused writing and developing call flows. Learn the many ways were leading. This includes ACD with logon details. This export provides the number of Open minutes by date and by time for a MU for a specifiedcontact type (CT). IEXWFMExport allows you to export data from IEXWFMIntegrated. activityWeeklyHours, scheduleEnd, scheduleInOffice, Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Sign In. Trouble accessing your account? You can email the site owner to let them know you were blocked. If your password has expired, please navigate to Concentrix Password Reset to update your password. 2- Second Tab has both MTD and Daily Adherence Percentage by Site, MU and CT. On this . They value their employees and frequently expose them to new opportunities. NICE Workforce Management suite enables advanced strategic planning, AI predictive forecasting, and agile scheduling through machine learning. Supports coordination of end-user activities, user group meetings and other related end-user events. Incredibly talented and passionate employees Streamlines the workflow with intuitive, context-sensitive controls, Empowers agents to personalize interactions with customer data and information in seamlessly integrated panels, Optimizes collaboration within the contact center and beyond with presenceaware address books, Enables agents to pace contact handling according to current conditions by displaying real-time statistics for agents, teams and queues. Employee Engagement Manager (EEM) Overview, How to Plan in a Rapidly Changing Environment. NICE Workforce Management is a cloud-based employee management suite designed to meet the needs of businesses of all sizes, across all industries. I want to receive the latest job alerts for nice iex jobs, Use Facebook or Google to register on SimplyHired and create job alert. Together, we can drive seamless experiences for motor clubs, clients, customers and providers around the world. THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. Artificial intelligence (AI) powers the industrys most accurate omnichannel forecasting engine, and machine learning simulation modeling ensures a smarter, more precise schedule every time. Leveraging the cloud environment to improve operational efficiency and the customer experience. NICE IEX WFM Integrated Overview NICE IEX WFM Integrated is a proven, industry-leading enterprise grade solution to tackle your most challenging and complex contact center staffing and employee engagement challenges. This position will work with IT and the operations leadership team to build future state capacity including a fully integrated software scheduling system. This export is similar to theAgent Activity Detail export, except it provides data about scheduled versus actual activity. Our award-winning, vertically integrated dispatch platform provides transparency and clarity throughout the entire roadside event. Find startup jobs, tech news and events. Please contact your System Administrator. using our solution and providing ideas for improvements. We are proud to have the largest community of WFM professionals. Provides base-level details about agents in a format that third-party systems can ingest. SimplyHired may be compensated by these employers, helping keep SimplyHired free for job seekers. Provides details about the agent's scheduled events and their actual adherence. Includes a daily summary of each activity's duration. 4.7. Experience with Avaya Voice Systems (Avaya 7.x platform) including configuration, Takes proactive steps to ensure schedules match the arrival of calls or offline work (email/chat/survey/sms) queues to include recommending solutions to, Applies Critical Thinking Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates, The analysis performed by this individual is substantially complex and requires a high degree of analytical skills, independent decision making, and, Maintain a good and current knowledge of the scientific and technical literature pertinent to the project and necessary for development of state-of-the-art, Maintain staffing and headcount records and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat, Demonstrated success with driving results and coaching teams to excellence.