留学生海投网 | 直通硅谷

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

Essential Duties & Responsibilities:

• Monitors queue real-time
• Analyzes, monitors, and balances real-time staffing levels vis-a-vis call volumes, busy lines, production issues
• Assists during downtime
• Real-time analysis daily to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)

Education & Experience:

• Preferably with a Bachelor's/College Degree in any field.
• High School Diploma/GED
• Preferably at least 1 year of working experience in the related field is required for this position from a BPO/Call Center Set-up.
• Proficient in Microsoft Excel, Business Objects, ACD switch reporting, Blue Pumpkin or IEX, and email systems
• Broad knowledge of contact center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, Customer focus, Innovative
• Displays teamwork and leadership skills
• Good communication and interaction skills

Internal Eligibility Criteria:

• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB For promotions, no minimum tenure required

Pay Rate
39520

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!