Work Location:

United States of America

Hours:

40

Pay Details:

$23.25 - $32.75 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Sales & Customer Distribution Support

Job Description:

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.

Preferred:

2 openings – Monday – Friday / 10am – 7pm

2 openings– 8am – 5pm, Monday – Friday, rotating Saturdays. *When it's their Saturday they will have Sunday and Monday off.

• Workforce management experience in a contact center
• SQL background
• Proficiency with Excel
• Fast paced environment - Attention to detail – written documentation
• Problem solving skills
• Intraday Spec breaks data down

Depth & Scope:

• 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

Education & Experience:

• High School Diploma or equivalent experience
• 1-4 Years of related experience
• Strong verbal/written communication and organizational skills
• Proven multi-tasking skills and ability to manage competing priorities
• Experience with windows applications and ability to view and interpret multiple system screens concurrently
• Proven ability to be detail oriented and accurate
• Demonstrated ability to quickly recognize and diagnose trends and patterns in data and feel comfortable communicating non-conformance to management
• Must be available to work flexible hours determined by the needs of the department including possible weekends and nights
• Experience with real-time Call Center management including agent adherence and real-time reporting systems required
• Proven understanding of Call Center metrics
• Must have strong analytical ability
• Must possess advanced Word, Excel, and Power Point knowledge
• Knowledge of workforce management systems
• Proven leadership ability

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. 

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at [email protected]. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.