Key skills
Leadership
About this role
Role Overview
- Monitor and report on real-time queue performance
- Monitor attendance line and track absenteeism
- Prepare data for daily meetings with Supervisors
- Update schedules to reflect real time and future changes
- Support WFM and Clinical Leadership in labor management practices
- Utilize queue data to provide analytical support and recommendations
- Other duties as assigned.
Requirements
- High school diploma/GED or above
- Associate degree or 2+ years of experience in a Contact Center
- Strong functional analytical skills
- Process Improvement skills in a contact center environment
- Strong knowledge of Microsoft applications including Outlook, Excel
- Strong hands-on knowledge of workforce management tools
- Ability to balance multiple priorities with little or no direction
- Ability to create well organized, accurate, and concise material and documentation for organizational use.
Benefits
- medical
- dental
- vision
- supplemental income insurance
- employer paid disability insurance
- employer paid life insurance
- pre-tax FSA for medical and dependent care
- 401K available