In this role you will:
•Assess severity of unforeseen disaster(s) and communicate impact to call center management
•Add pre-planned events and use WFM tools to present center management with recommendations for staffing changes
•Coordinate and integrate future planned events into schedule
•Keep agent communication mediums current and accurate
•Manage and ensure accuracy of real-time and day-of exceptions using WFM software
•Work with GRP and RCC teams to optimize schedules and over-under analysis
•Respond to intraday phone and email contacts in a timely manner
•Monitor and analyze key metrics per interval and diagnose emerging trends, making recommendations as needed for improved efficiency
•Answer attendance line and add entries into WFM software
•Provide attendance reports as needed
•Provide ongoing review of center ratios and resources
•Ensure employee maintenance information is accurately entered and maintained in appropriate logs and tools on a daily and continuous basis
•Maintain capacity planning floor plans and equipment allocation as required by business needs
We are looking for someone who has:
•2-5 years of experience in a contact center support role
•High School Diploma or equivalent
•1 year Contact Center WFM experience
•Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems)
•Technical and Software experience
•Proficient knowledge of inbound contact center environment
•The ability to accommodate a flexible schedule and provide on call support
•Analytical and troubleshooting expertise
Why join our ResultsCX team?
•Employee Performance Incentives and Prizes
•Frequent Employee events, games, parties, and all-around fun in the workplace
•Healthcare Benefits - Medical, Dental, Vision, PTO & 401(K)
•Paid Training
•Discounts on Hotels, Car Rentals, Restaurants, Movie Tickets, Groceries, Child Care, and much more
•Opportunity to grow with ResultsCX if that's "Your Greater"
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.