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CallCenter Admin

Paragould, AR 72450

Posted: 11/07/2018 Employment Type: Temp - To - Hire Industry: Customer Service Pay Rate: 8.50-9.00

Job Responsibilities:

  • Staffing & Scheduling
    • Adjust Agent Schedules as needed
    • Manage and documents attendance occurrences in scheduling software
    • Manage Real time Adherence
    • Manage Schedule exception process and generate reports
    • Manage service levels for CD splits
    • Identify Staffing gaps and work with Managers to resolve
    • Documents agent attrition in WFM software
    • Manage and implement intra- day response

 

  • Reporting
    • Send out interval reports to distribution group
    • Send  out floor pulse report as needed
    • Daily Summary report on ACD and WFM data
    • Weekly summary Report
    • Adhoc reporting for management team
    • Designing new reports as requested by management
    • Creating automated reports

 

  • Admin
    • Maintain user list within numerous tools
    • Maintain privileges within reporting software

 

 

Knowledge/Skills:

  • Must be proficient in Word, Access, Excel, SharePoint, NICE (IEX) (or other Workforce application)
  • Demonstrate strong organizational skills with the ability to handle multiple tasks from multiple departments.
  • A Leader by example
  • Ability to receive and provide coaching and feedback.
  • Ability to make decisions with little direction.
  • Strong attention to detail.
  • Ability to multi-task in a fast-paced, constantly changing environment.
  • Maintain on-going awareness and understanding of emerging technologies and methodologies
  • Must display a strong desire to achieve and maintain high levels of both internal and external customer satisfaction.
  • Possess strong written, verbal, analytical and interpersonal skills.

 

Working Conditions:

  • Must be capable of working extended hours to meet company peaks.
  • Holiday time off will be prohibited due to increased order volume.
  • Fast-paced, solutions oriented office environment.

 

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