Job ID: 277
City: Saratoga Springs
Job Category: Call Center
SUMMARY OF Position:
Incumbent will be required, under general supervision, to analyze contact center trends including: call volumes, call patterns, staff productivity, attrition rates and resource allocation. Incumbent will monitor call volume of inbound call traffic; ensuring customer service needs are met by coordinating and adjusting call volumes in a timely manner. Incumbent will also utilize analysis results to forecast call arrival, as well as coordinate with other departments during outages and redirect calls. Incumbent will build proficient staffing and scheduling plans to meet business unit goals and objectives.
POSITION RESPONSIBILITIES :
-Understands and consistently observes all Company policies and procedures.
-Assists in maintaining a high level of employee morale by exhibiting a positive disposition and interacting in an ethical manner.
-Monitoring call volume of inbound call traffic and ensuring customer service needs are met by coordinating and adjusting call volumes in a timely manner.
-Uses historical data to accurately determine future staffing needs for anticipated call volume.
-Uses interpersonal skills to develop a team relationship with peers, and other staff and uses the teamwork philosophy to further the goals of the Workforce Management department.
-This position supports the management of call volume and staffing needs and will have a high level of accountability for meeting the requirements for multiple lines of business.
-Must interface professionally in a team environment as well as focus independently.
-Takes direction from direct supervisor.
-Approximately 40 hours/week; on occasion, incumbent will be asked to work more than 40 hours per week to complete work responsibilities.
-Holidays based on business needs.
-Open availability needed; current shifts fall within Mon-Fri 6:30am-6:00pm Eastern and Sat-Sun 6:30am-4pm Eastern with the possibility of later shifts.
-Excellent interpersonal communication skills required with an overall positive and professional disposition.
-Must be able to manage multiple projects with tight deadlines, possess a high level of self-motivation, and have excellent work ethic.
-Needs to be adaptable and possess solid organizational and time management skills.
-Excellent computer skills are required including MS excel. Call center technology strongly preferred.
-Ability to communicate clearly, concisely, and professionally.
-Must have strong organization skills.
-Minimum of a High School diploma required; Bachelor’s degree and one to two years of experience preferred.
-Must require an understanding of the contact center’s staffing availability and call volumes.
-Experience with scheduling and/or scheduling software and an understanding of contact center staffing and call volumes strongly desired but not necessary.
Active Network, Inc. - 17 months ago
The Active Network delivers integrated technology solutions, marketing services and online media properties that enable and encourage...