Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Summarized Purpose:
Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Provides analysis of contact center data to the client and internal contacts.
Essential Functions
Generates reports for internal and external clients to meet contractual and
regulatory standards.
Analyzes trends in key performance metrics and shares outliers and potential red
flags with program leaders.
Supports scheduling and coordination of phone and non-phone work.
Provides direction to agents and management to support service level and
abandonment rate goals.
Acts as liaison between operations, technical operations, and client teams by
troubleshooting issues and submitting tickets.
Assists with training and support of software applications required for key
workflow processes, such as call handlers and reporting tools.
Completes assigned tickets as needed.
Education and Experience:
Bachelor's degree or equivalent and relevant formal academic / vocational qualification
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0 to 2 years’) or equivalent combination of education, training, & experience.
In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.
Knowledge, Skills and Abilities:
Organizational skills
Strong attention to detail
Time management skills and the ability to multi-task
Effective verbal and written communication skills
Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the
position requires languages other than English
Excellent problem solving skills
Excellent computer skills including Microsoft Office tools
Excellent interpersonal skills
Ability to work in a collaborative team environment