The duties of the successful candidate will include but is no limited to the following:
- Monitoring of the live call queues to address outliers as soon as possible
- Excessive break
- Excessive hold
- Lengthy calls
- Excessive wrap time
- Track, Analyze and report agent performance with reports
- Provide hourly and daily updates on service level performance
- Create, review, and manage Talk-off line schedules
- Manage and report daily bus figures
- Managing staffing for the program
- Following up with leaders to ensure needed information is provided
- Sending out opening and closing headcount updates to the client
- Manage employee information changes for to be sent to the client weekly
- Review of Login detail report to find negative trends in schedule and break adherence
- Review of call reports to identify outliers for
- transfers to various departments
- calls dispositioned with no accounts
- lengthy calls
- Other duties and assignments as directed
All candidates must have most if not all of the following:
- Employed at KM2 for at least 6 months and/or 1+ year of contact center or related work experience
- Some post-secondary or completion of post-secondary schooling (preferred)
- Any specialization – Finance, Business or Engineering degree preferable
- Good analytical skills: Must have a good working knowledge of Excel and can create, organize, and analyze data in a structured manner. Knowledge of MS Excel Business Intelligence features is required (pivot charts, pivot tables, etc…).
- Ability to work independently, Self-motivated, Professional Attitude, Good oral and written communication skills. Excellent analytical, written, and oral communication skills with the ability to effectively communicate to all levels of leadership.
- Strong mathematical, and problem-solving skills. Schedule flexibility.
- Experience with WFM application (IEX, Verint, Genesys, etc) and Past experience with resource allocation, real time adherence and scheduling a plus.
- Is a quick learner and able to work well with minimal supervision
