Kloudhire

Primary Duties And Responsibilities

Monitor real-time adherence and call flow of daily operations.Identify real time opportunities for training time, queue follow ups, and misc. department objectives.Add, adjust or remove schedule changes/events within the scheduling system.
Assist with daily/weekly/monthly reporting of agent performance, productivity and phone statistics.
Identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis.
Assist with call volume forecasts to develop work schedules in a multi-skill environment.
Assist with vacation planning and other time off allowances.
Communicate pertinent data to all levels of management and co-workers regarding the operational status of the call center.

Qualifications

Avaya, Rockwell or Aspect call center management software experience.
Background with Witness/Blue Pumpkin or other Workforce software.
Working knowledge and understanding of call center operations, terminology, definitions, call center calculations, and common practices.
Advanced PC skills and proven ability with Microsoft Excel, Word, and Access.
Strong communication skills with the ability to convey need, urgency and resolution.
Ability to be objective, maintain confidentiality and partner across GPS departments to meet and exceed our department objectives.
Detail oriented and willingness to learn.
Must be available to work a shift that includes weekday and weekend days.