Job Description

Job Responsibility:

• Monitor, analyze and respond to operational data to meet call center service goals
  • Call Volume Trends
  • KPI Trends/Analysis
  • Agent Skill Management
• Communicate service performance to all levels of management, noting exceptions and trends effecting results
• Process exceptions
• Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills
• Complete and provide various reports – give analysis as needed
• Complete Special Projects as needed
  • Research and Analysis
  • Reports: daily, weekly and monthly
  • Process Analysis and Innovation

Job Qualifications:

• Must have strong written and verbal communication skills
• Must be innovative, self-motivated and able to work with little supervision
• Must have strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access
• Knowledge of Call Management Systems, and Scheduling Software
• Must have an outgoing personality, work well with others and be dependable
• Must be willing to work flexible hours on occasion to meet the needs of the business.

Required Education:

• Bachelor’s Degree