About this role
POSITION SUMMARY
As a member of the CMS & Reporting Team, your role will be to proactively monitor the state of our contact center and information technology operations. This includes doing proactive analysis on performance of all operational channels which include telephone, chat, email and social media. Ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent outages before they occur.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Daily partnership with team and partners on intraday Call Routing strategies, Enterprise Real-Time Adherence management and Enterprise Service Level achievement
• Reviews daily operational status reports and provides tactical direction to achieve all KPI's
• Provides Daily/Weekly/Monthly reports regarding Service Performance achievement
• Maintains operational consistency
• Monitors Enterprise Service Performance and allocates staff accordingly
• Facilitates resolution of operational issues
• Communicates operations/technical issues to Business owners
• Responsible for daily system administration functions, particularly call routing and reporting technologies
• Troubleshoots technology issues and reports on resolution
• Serves as a liaison on call center technologies, particularly all contact center solutions
• Assist in the maintenance of project plans for routing enhancements, reporting enhancements, workload centralization
• Uses strategic call routing efficiencies to achieve aggressive Enterprise Service Level targets
• Monitors deferred workload channels to ensure timely completion
• Proactively communicating with our leadership, partner companies and other groups to ensure all stakeholders are aware of any SLA attainment risks
• Work closely identify any staffing variances with the agent’s labor-force and coordinate remediation if applicable
• Communicates daily strategies to all Service Center Operational Team.
• Provides visibility into day to day business via reporting
• Generates and distributes Real Time Reporting during pre-defined intervals throughout the day
• Develop contingency plans for workload completion based on time of day and staffing allocations
• Carries out contingency plans for workload completion based on time of day and staffing allocations
ARE YOU A GOOD FIT?
Minimum knowledge, skill and/or ability required to perform job functions:
• Must be detail oriented with strong organization skill with the ability to manage, prioritize, and multi-task on multiple project work streams.
• Ability to solve problems at a tactical and functional level, have excellent oral and written communication skills, a solid work ethic and unquestioned integrity.
• Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative.
• Demonstrated critical thinking ability
• Highly organized and adept at multitasking
• Consistently high performance
• Reliable attendance and schedule adherence