Call Center Representative

19 Jun 2024

Vacancy expired!

Role :

Call Center Representative

Location : Richardson, TX (Onsite)

Duration : 12 Months

Responsibilities:
  • Monitor Volume flows and agent adherence in real-time using telephony systems and tools
  • Raise alerts to Stakeholders on deviations from the schedules, Target & misses on SLA metrics
  • Ensure Agents meet their assigned work and proactively communicate the challenges/issues
  • Prepare & deliver daily service levels, adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
  • Analyze daily efficiency metrics reports and communicate non-adherence/calls/anomalies to management
  • Handle employee access activation/deactivation activities
  • Manage movement of agents from call center to back office and vice versa
  • Handle onboarding and off-boarding activities for permission management
  • Raise tasks for any issues related to tools, data-related issues, or for any variation from BAU.
  • Attend daily client and internal calls to support day-to-day issues
  • Work closely with Operations for daily, weekly & monthly reports
  • Conduct root cause analysis on any discrepancies or deviations from the standard process.
  • Provide insights on existing data to internal/external stakeholders
  • Identifying the process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively
  • Process all unplanned changes/adjustments to the schedule: call outs, late, and other Training/Nonproductive activities
  • Determine the potential impact of changes and make necessary modifications
  • Determine causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
  • Deliver daily reporting detailing drivers for SLA misses

Qualifications we seek in you!Minimum qualifications
  • Advanced MS Excel knowledge, VBA (macros) is must-have.
  • Experience in a data analyst or real-time analyst role.
  • Good knowledge of Workforce management processes/Process Improvement techniques Proven track record of collaborating with cross-functional groups to produce results
  • Must be able to accept/express accountability and immediately implement constructive feedback

Preferred qualifications
  • Good knowledge of overall business and a willingness to continually learn/adapt
  • Excellent analytical thinking
  • Ability to assess process requirements and show resiliency under pressure
  • Communicate effectively with people across the organizational unit and all levels of Leadership Interpersonal skills and ability to build and maintain relationships
  • A positive ‘can-do attitude
  • Outstanding verbal and written communication skills required
  • Competent with Microsoft Office Suite
  • Able to prioritize and manage daily productivity with limited supervision
  • Ability to work in a fast-paced environment to effectively meet deadlines
  • Flexible for morning / afternoon/ evening shifts to ensure coverage of process needs.
  • Ability to remain calm and professional under pressure
  • Highest level of professionalism, self-motivation, and sense of urgency
  • Ability to follow complex methods and procedure
  • Power BI, SQL knowledge is plus

  • ID: #43310760
  • State: Texas Richardson 75080 Richardson USA
  • City: Richardson
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2022-06-19
  • Deadline: 2022-08-16
  • Category: Et cetera