Complete Description:
In this role the successful candidate will monitor and maintain control of all operations functions, applications, computing platforms and elements in a 24x7 environment via the command center. This position applies advanced skills to perform routine and non-routine tasks. This position adapts procedures, process and techniques to accomplish the requirements of the position. This position works under minimal supervision and relies on experience and judgment to plan and accomplish assigned task and goals. This position will also provide an environment of teamwork, leadership, motivation, and excellence.
Primary Functions / Responsibilities
Monitor departments to effectively meet call center metrics including conversion ratio, abandonment rate, customer satisfaction, quality and productivity.
Monitor and track traffic and trunks across the organization on a real time basis. Including insource and outsource Contact Centers.
Analyze call volume and trends to implement appropriate call strategies adjustments.
Assist the Command Center management staff in various functions.
Posses communication skills required to effectively communicate business needs with all personnel; Act as a resource for answering questions within the daily operations of the organization.
Recognize and initiate escalation for all system difficulties, including switch, routing systems, computer systems, customized department systems and all else applicable.
Analyze forecasted data and compare it to actual data on a daily basis.
Create, analyze and administer scheduling for the call center. This includes new hire schedules, recurring schedule bids, schedule change requests, holiday schedule bids, overtime, voluntary time off, time off phone scheduling, inputting PTO/Vacation and time off into aspect.
Provide reports and analysis as needed to drive optimal call delivery results.
Special/other projects/duties as assigned.
Required Knowledge and Experience
A minimum of two years workforce management or operations support experience working within a large call center environment. Must have working knowledge of spreadsheet software and general knowledge of database software.
Working knowledge of automatic call distributor technology desired. Strong command of eWFM/TCS workforce management system required. Understanding of call queuing theories and random arrival algorithms strongly preferred.
Must possess excellent verbal and written communications skills with the ability to multi-task in a fast paced environment required.
Commitment to work a variety of schedules.
High School Degree or Equivalent required. College level education is strongly preferred.
Experience: call for details
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