Pro Staff

Workforce Analyst

Employer
Pro Staff
Location
Chanhassen, MN
Posted
Aug 03, 2018
Closes
Sep 02, 2018
Ref
333721
Contact
Pro Staff
Category
Other
Job Type
Employee
Employment Status
Full Time
Pro Staff in Chanhassen is looking for a motivated Customer Service Supervisor for a 3rd party problem solver for companies with data breeches in Chanhassen, MN.

Hours: 7:30am-4:00pm

Salary $40,000-70,000 depending on experience

Responsibilities:

  • Assess call volume on daily basis and distribute considering staff availability

  • Reassign call traffic as needed either due to immediate need or as call forecasting models dictate

  • Monitor all service levels as defined by the department and communicate service level issues and spikes in call volume to contact center management

  • Implement contingency plans as required; including but not limited to: realignment of skill sets, enlisting assistance from other Call Center trained individuals and flexing representatives, or recommending addition of temporary help  based on company need

  • Maintain and post daily statistics for all department CSR’s

  • Maintain agent schedules including assessing time off, schedule change requests, training needs, etc. to ensure that client SLA’s are consistently met

  • Manage real-time adherence of agents to assigned work, lunch and break schedules

  • Facilitate telecom help desk function and participate in equipment maintenance and upgrades as well as end user training of telecom equipment in partnership with I.T.

  • Complete daily, weekly, or monthly client requested contact center reporting

  • Maintain maximum staff utilization within skills environment, keeping all skills within set and acceptable service standards

  • Assist Team Leads in keeping contact center representatives in ready state 


  • Qualifications:

    Requires a high school diploma or its equivalent

    At least 2 years of related experience

    Strong written and verbal communication skills

    Proficient in MS Word and Excel

     

    If you are interested in being considered for this position, apply now! For additional information or questions please call 952-975-0106.

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