Supports the Operations Manager in providing an efficient & orderly Call Center floor operation on a daily basis & ensures the achievement of service goals & objectives are met within the budget constraints. The Operations Assistant functions as a member of the collaborative management team, interacting w/ the Call Center Manager, Operations Manager, Project Managers, Quality Assurance Analysts, Technology Team, & Team Managers.
Essential Functions:
- Maintains direct & ongoing communication w/ the Operations Manager & Call Center Manager regarding the daily operations
- In coordination w/ the Operations Manager ensures the Queues are adequately staffed to achieve service goals utilizing real-time control & systems to reassign phone queue assignments, extending/shortening CSR schedule as necessary
- Responsible for manning the Bunker operations at a minimum of 40% of a given work week
- Supports the Operations Manager in ensuring the Bunker operations is covered daily
- Encourages & fosters a team environment to enhance employee satisfaction & employee retention
- Considers same day CSR schedule deviation requests submitted by CSR's or Team Managers
- Ensures the daily schedule reflects all deviations daily by appropriately logging any & all changes to the daily schedule according to guidelines
- In coordination w/ the Operations Manager, responsible for reviewing & analyzing the daily data
- Able to evaluate, report, & contribute to the strategies of the service goal & objectives & take a proactive role in working toward new approaches to ensure the achievement of the service goals
- Reports all system problems to the appropriate personnel
- Provides support for special & ongoing projects, such as, acting as a resource to the Call Center staff & supporting the Management Team in the roll out of new projects
Qualifications:
Basic Qualifications:
- Three (3) to five (5) years of experience in a customer service call center role
- Experience using mainframe and personal computer databases
- Experience with statistical analysis software packages required
- Bachelor degree OR related experience
- Must have strong interpersonal and communication skills, excellent written and oral skills
- Strong organizational skills required
- Must be able to work in a Labor/Management Partnership environment
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.