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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Qualifications
- Excellent communication rapport-building skills.
- Strong analytical skills
- Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues
- Able to take Management direction and cascade to staff
- Strong coaching skills
- Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management
Responsibilities
- Develop and implement Customer Service inbound and outbound contact strategies.
- Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed.
- Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
- Manage activities and initiatives relate...