Job Description
- Monitor real time call stats and schedule adherence to ensure on-phone and off-phone activity is managed efficiently.
- Analyzes data and provides reports that support suggestions for overall improvement of business needs.
- Compiles call volume, average handle time and staffing data.
- Creates, maintains, and distributes routine and ad hoc reports.
- Analyzes and projects staffing needs relative to call volume, special projects, attrition and holidays.
- Creates schedules and makes recommendations for appropriate allowances for time off.
- Maintains current and forecasted headcount, FTE, training, and attrition data.
- Maintains back-up staffing relative to vacations, time-off requests, swap requests, and hour changes.
- Completes analysis for weekly staff schedules.
- Provides hiring schedules to Human Resources for new hires.
- Analyzes schedules for areas of risk and makes appropriate changes and/or recommendations.
Skills, Education and Experience:
- 1-2 years experience in a contact center environment.
Associate's degree in business or related discipline or equivalent experience. - Familiar with Lucent CentreVu management software, Genesys or IEX.
- Intermediate knowledge of Excel and Access
- Strong communication skills. Displays professional and competent demeanor and maintains confidentiality of both contact center statistics and contact center associate information.
- Receives and carries out direction from management while seeking out best practices.
- Flexibility in scheduled hours.
- Excellent written and oral communications skills.
- Ability to multitask with attention to details.
Hiring In:
- United States: AZ, FL, NM, TN, and VA
D, E & I Mission & Culture at Agero:
We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.
The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.
To review Agero's privacy policy click the link: https://www.agero.com/privacy.
***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact [email protected]
Date Posted
07/31/2023
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13
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