Call Center Monitoring Coordinator

21 hours ago

Mumbai, India arrivia Full time

**About This Job**:
**Responsibilities**:

- Identify actionable opportunities within the contact center
- Track, communicate, and ensure all issues are actioned by our leadership team
- Utilize call monitoring, system monitoring, and other monitoring solutions to manage their investigations
- Make actionable recommendations that will ultimately mitigate or eliminate identified opportunities
- Utilize Excel to analyze information procured from a wide variety of sources including CMS, LiveVox, Power BI, Alvaria WFM, etc.
- Maintain reporting in alignment with Workforce Management or Quality Management opportunities
- Coordinate with leadership throughout the globe to better understand what is identified via their investigations
- Maintain a daily list of activities via Kanban in Smartsheet
- Attend frequent stand ups in alignment with the departments Kanban centric activity alignment sessions
- When managing an investigation, seek first to understand, and ensure that data is utilized to articulate perceived opportunities
- Be the SME on agent behavior issues such as call avoidance, work avoidance, etc.
- Completes all other duties and tasks as assigned

**Requirements**:

- 1 year of call center work in a front-line role
- 1 year of QA or WFM experience preferred
- Knowledge of call center operations, Quality Assurance through time spent monitoring agents and or being coached
- Participation in calibration calls and other coaching and development sessions
- Intermediate Excel skills, with heavy focus on pivot tables and summaries built on the back of well accumulated data
- Most importantly, the capability to learn the aforementioned Excel skills is required. Demonstrated experience that would imply this capability is present would be required
- SQL knowledge is plus or other database language
- Excellent English
- Basic presentation skills
- Comfortable present in a meeting that would include executive leadership team members
- High degree of confidentiality and / or discretion
- Demonstrated problem solving and process improvement skills

**Who We Are**:
Welcome to **_arrivia_**. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands (in case you've heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We're on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

**Our Core Values**:
Here at** **_arrivia_** we
- **Stay Curious** - Explore new challenges and make space to learn, grow and improve
- **Keep it Real** - Earn trust through open, honest and clear communication
- **Own it** - Seek ways to make an impact and take action.
- **Win Together** - Create a culture of connection and inclusion where everyone can be their best

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