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Customer Service Specialist
1 month ago
Job Summary:
The resource will be responsible for monitoring real-time call traffic across multiple call centers, identifying call trends, and making callouts on the call routing and staffing to optimize performance. They will work closely with the Global Command Center Supervisor and call center managers to ensure that service level goals are met.
Key Responsibilities:
Monitor real-time call traffic across multiple call centers
Identify call trends and make relevant callouts on call routing and staffing
Manage agent schedules and availability to ensure adequate staffing during peak call times
Analyze call center data to identify performance trends and areas for improvement
Provide timely and accurate reporting on call center performance metrics
Collaborate with call center managers to develop and implement call center strategies
Work closely with the Global Command Center Supervisor to ensure that customer service goals are met
Participate in regular meetings with call center managers and other stakeholders
Train call center agents on real-time call monitoring and staffing techniques
Qualifications:
Bachelor's degree
2+ years of experience, preferably in a call center real-time analyst role
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work in a fast-paced environment and manage multiple priorities
Willingness to work flexible hours and rotational weekly offs
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