Qualifications

• Excellent communication rapport-building skills.
• Strong analytical skills
• Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues
• Able to take Management direction and cascade to staff
• Strong coaching skills
• Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed.
• Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
• Manage activities and initiatives relate...