Vacancy expired!
- Maximize call center staff by continuously monitoring resource availability, work states and thresholds to directly facilitate and provide assistance to redeploy resources and/or maintain current levels
- Utilizes intra day reports and processes to ensure allocation of contacts to multiple service sites and teams to business customer and vendor targets are met
- Provides regular updates to both the Workforce Planning and Client Service Organization leadership on daily trends
- Responsible for monitoring, and tracking content in Mission Control phone and e-mail queues and responding within Service Level Agreements.
- Pulls Operational Escalation levers per the pre-defined process
- Serves as point of contact for unexpected events and system outages on a global level when required
- Provides after hours support of call center operational activities
- Documents daily progress and activities in required logs and checklists
- Supports onboarding and offboarding processes to ensure agent accessibility to support tools and contact volume
- Creates and maintains a culture of superior quality of work
- Ability to successfully interact with a wide audience, including CSO senior leaders and frontline staff, as well as special projects teams, vendors, and other outside agencies.
- Other duties as assigned.
- Associate's degree in a related field or the equivalent through a combination of education and related work experience.
- One to two years call center experience, including workforce management experience or exposure.
- Effective oral, written and interpersonal communication skills.
- Effective time management skills and demonstrated ability to work independently and/or as part of a team.
- Knowledge of call center tools and systems to including contact management systems, Microsoft Operating Systems
- High degree of accuracy in produced work.
- Three years workforce management or call center experience.
- Experience with Aspect, IEX, NICE, CXOne, Blue Pumpkin or other Workforce Management systems
- Demonstrated knowledge of contact center tools and systems to include PC, Networks or technical infrastructure environments.
- High school diploma or equivalent
- 1 year Minimum related work experience
- ID: #23736669
- State: Missouri Kansas city 64105 Kansas city USA
- City: Kansas city
- Salary: TBD
- Job type: Corporate
- Showed: 2021-12-01
- Deadline: 2022-01-29
- Category: Et cetera