A lively and energetic office offering many different experiences.
Pros: Excellent employees
Cons: It can become difficult to find opportunities for professional growth.
As a member of the Performance Enhancement group, a typical day included, monitoring and scoring call center agents calls for quality assurance purposes. This would include listening for any incorrect information provided to our membership base, tone of voice and several other factors that would indicate any sort of disservice to the member in general.
If for any reason an agent did not meet or surpass their required scores on a monthly basis, the agent would be called in for a listening session. During this session, the agent would listen to the call with myself and then coached in areas that needed improvement. If the negative scores continued beyond the meeting and for 3 months consecutively, the agent's scores would be forwarded to their immediate supervisor and manager for further training.
Some of my other duties included weekly meetings with our assigned departments in order to address any persistent issues affecting the group at large and to provide them with any pertinent information regarding changes or updates to the monitoring procedure. This also served as a Q&A session for the agents who had any lingering concerns beyond what was addressed.
As a member of Resource Planning Management or "RPM" for short, my days were a bit more complex. While doing the work of a Real Time Analyst, which is essentially making sure that the entire call center is running efficiently and meeting their required service levels, I was also required to take voicemails from our employee base regarding their attendance, updating their attendance and their daily activities. If at – more... any point during the day, an agent was identified as out of adherence to their schedule, I was required to contact them and their superiors in order to ensure that they got on task.
As part of the RPM team, my responsibility also lied with ensuring that Interval International met its commitments with outside contractors. This meant I had to monitor up to 10 different departments simultaneously domestically and internationally, while also keeping accurate records of our in house agents. Every department also required their own set of historical, daily, weekly, monthly and annual reports, which I prepared and sent to all pertinent parties.
Quarterly, I was required to handle my share of the shift bid, which saw me preparing schedules for our in house agents, making them available to them, and allowing them to bid for better schedules based on departmental seniority, date of hire and other factors. I met face to face with the employees and assisted them in the schedule selection process.
The co-workers I met during my time there were a melting pot of personalities. There were more than 300 people in our building, and just about everyone was friendly and inviting.
The hardest part of the job was sometimes the sometimes fluctuating schedule. During my time at RPM, I rotated between 4AM-12PM, 9AM-5PM and 3PM to 11PM shifts. It could have been much worse, but it was tedious and confusing sometimes.
The best part of my time at Interval International was all the experience I gained from so doing so many different jobs. I went from a Customer Service agent to working behind-the-scenes. It was interesting and exciting to be able to see the inner workings of a call center and office building like that.
All in all, working at Interval International was a rewarding experience, I learned many valuable lessons there that I will apply to any future opportunities I face. The most important thing I learned during my time there is that attitude is the most important factor when dealing with anything. Without a healthy and positive attitude, even good things aren't appreciated as much as they should be. – less