Description
Comments:
- We are specifically looking skills related to Customer Call Center analytics including: Forecasting call center workloads and creating staffing models Experience with Automatic Call Distributor (ACD) system configuration, managing user accounts, agent skills, call types and user permissions. Experience analysing ACD call reports Crystal Reports experience or other reporting platform Process improvement and performance management experience.
Responsibilities:
- Assist management and coworkers, following well-defined practices and procedures
- Demonstrate a solid commitment to all aspects of safety
- Conduct business-specific research, gather data, and compile reports and summaries
- Provide sound internal and/or external customer service
- Actively seek formal and informal learning opportunities to better understand procedures (based on proficiency level above)
- Develop effective working relationships with employees in own work group
- Establish a strong foundation in policies, practices, and procedures.
Qualifications:
Level I:
- BA/BS degree in: Business, Finance, Accounting, Economics, Engineering, or related discipline required with a minimum of 0-2 years professional work experience
- Knowledge of Microsoft Office tools, including Excel, PowerPoint, Access, and Word
- Demonstrate a questioning attitude to learn, produce results, and develop relationships (based on proficiency level above)
- Knowledge of basic research techniques
- Desire to continue to learn and grow, work across, and deliver results (based on proficiency level above)
- Display analytical abilities, including problem solving and decision making (based on proficiency level above)
- Deliver quality, accurate work within established deadlines (based on proficiency level above)
- Basic communication skills; ability to work in a team environment
- Time management skills.
Level II:
- Minimum 2-7 years professional work experience required
Level III:
- Minimum 7-10 years professional work experience required