Job Description

The Opportunity

What You'll Do

• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
• Watches staffing levels at each site to ensure planned coverage is met on the interval level.
• Adjusts numerous real-time metrics such as Service Levels, Timeouts, Accuracy, and Response Time against a matrix of defined thresholds.
• Adapts intraday forecast derived from understood business drivers to determine required staffing levels by projected call volumes, call durations, and required staffing levels using current trends and historical data.
• Manages skill-based call routing in real time to ensure optimal service levels are met.

What You'll Bring

• High School Diploma or equivalent.
• Up to three years call center experience.
• Strong written, verbal, and listening communication skills; ability to drive and effectively communicate change.
• Strong attention to detail and ability to multi-task.
• Knowledge of call center dynamics, including staffing, queues and KPI's.
• Capable of structured problem solving and root cause analysis.
• Strong technical and analytical skills.
• Critical thinking skills with a focus on innovation and efficiency.
• Proficiency in Microsoft Office with an emphasis on Excel.
• Demonstrated ability to operate with discretion and independent judgment. Ability to act with a sense of urgency to ensure both internal and external customers are served in a timely fashion.

Workplace & Compensation