Customer Support Professional - MOD

Overview

Looking for full-time work (8 hours/day)

at $2.82/hour ($545.45/month)

Bachelor of Science in Technical Education Major in Electronics

Last Active

August 14th, 2014 (4316 days ago)

Member Since

August 14th, 2014

Profile Description

Job Functions
Ensures maximum productivity on the floor by monitoring service levels; percentage of calls answered versus required, call arrival patterns, AUX usage, adherence to staffing requirement and other pertinent data.
Responsible for data gathering, data analysis and reports generation for the program/s being supported.
Responsible for analyzing client forecasts and other variables (e.g. off phone activities) to optimize the fit between employee needs and client requirements in a real-time environment.
Skills
Analytic and possesses above-average problem solving and decision-making skills
Assertive and a self-starter
Average oral and written communication skills
Proficient in MS Word, Excel & workforce management tools and practices
Detail-oriented and ability to multi-task in a time-critical environment.
Team player with excellent interpersonal skills with the ability to deal with people at all levels in and outside the organization
Flexible and can quickly adapt to changing business needs and processes.
Positive attitude toward work
Good attendance and punctual
Responsibilities
Real Time Queue Management
Monitors actual call arrivals to forecast and proactively responds to changes in call volumes.
Proactively maintains a channel of open communication with the Command Center on a real time basis to leverage resources across the sites to meet metric goals.
Responds to questions related to SL performance real time with documentation and analysis.
Makes recommendations to accommodate unexpected changes in staffing requirements. Determines overtime and/or voluntary time off (VTO) needs and recommends changes to scheduling to ensure business needs are met.
Reports this information to Operations Management at regular intervals throughout the day.
Produces daily status reports on previous day’s activities including call volume patterns, average handle time (AHT) patterns, staffing shrinkage, and any changes initiated such as paid time off (PTO), voluntary time off (VTO), or training.
Communicates effectively with individuals/teams in the organization to ensure high quality and timely completion of customer requests.
Informs Operations Management of opportunities throughout the day to schedule off phone activities.
Data Entry, and Reports
Monitors contact line
Manages data entry workload within service level
Escalates recurring problems with work processes, policies and/or procedures
Contributes to ideas on ways to resolve problems or better serve the customer or improve productivity of the team
Stays current on internal work processes, policies and procedures
Participates in activities designed to improve customer satisfaction and business performance.