About this role
The Position
This position is the main resource for scheduling CSRs using the IEX software.
Responsibilities
• Determining staffing levels based on call volume and available resources. • Coordinate and adjust employee requests/needs with our business needs. • In addition, to be capable of providing support as needed for special projects and analysis of IEX data. • Maintain an accurate CSR schedule and conformance database using IEX Software. • Maintain database of employee schedules and phone adherence. • Document through IEX and special reporting all non-conformance issues. • Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis. • Provide administrative assistance to Manager as needed to address daily needs of department. • Provide administrative assistance to Manager as needed for special projects. • Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies. • Provide assistance as needed to Supervisors. • Provide back-up support as needed to CSRs. • Provide follow-up with department members as necessary. • Assist with floor training of newer CSRs. • Possess skills needed to provide CSR support both technical product support and systems support. • Provide back-up support to Supervisors as needed. • Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.
Qualifications
• Exceptional telephone communication and problem solving skills. • Basic computer skill, including data entry, Microsoft Excel and Word. • Must be capable of handling customer complaints in a satisfactory manner. • Minimum 2 years experience in a Customer Service environment Previous experience with IEX software desirable.
Education
• High School diploma or equivalent and some college credit • Bachelors degree preferred.