| Company: | O'Currance Teleservices, Inc.
Draper, UT |
| Job Location: |
Draper, UT (Salt Lake County) |
| Employment Type: | Full Time |
| Department: | Operations |
Description: |
Monitor real-time call volumes-to-phone associates using the queue management system and the agent schedule adherence application. Take proactive measures to meet call volume demands.
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Duties: |
Monitor real-time call volumes-to-phone associates using the queue management system and the agent schedule adherence application. Take proactive measures to meet call volume demands.
Monitor daily service levels, productivity and adherence and alert management of negative performances. Recognize abnormal call variances, research and report findings to the Workforce Management Team.
Identify intervals where there is consistent overstaffing or understaffing and report inefficiencies to Workforce Management team.
Electronically broadcast service level statistical queue performances to senior management and explain events that resulted in outcomes and expound on actions taken to address queue activities, if needed.
Process associates’ daily schedule exceptions in the scheduling applications to reconcile scheduled net staffing and associate adherence. Reconcile daily scheduling errors and adherence conflicts in the Scheduling and Adherence system.
Update cancelled records throughout shift as requested.
Other duties as assigned
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Qualifications: |
Education
Required:
High school diploma or GED.
Preferred:
Associate’s degree in related discipline.
Years and Type of Experience Required:
Required:
One year in a call center environment or equivalent combination of call center experience and higher education
Preferred:
Minimum of 1 year Call Center Intraday Queue Management experience (logistics or scheduling and planning).
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