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| Advertiser Name | VXI GLOBAL SOLUTIONS LLC | | Advertiser Type: | Agency |
| Classification: | 6227 | | Subclassification: | |
| Country: | United States | | Location: | United States |
| Language: | English - United Kingdom (en-GB) | | Contact Name: | |
| Employment Type: | Permanent | | Workhours: | Full Time |
Position: Workforce Specialist 1_ RTA |
Description: It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
OVERVIEW
The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.
PRIMARY RESPONSIBILITIES
Perform real-time monitoring and schedule adherence tracking during the program's hours of operations.
Verify communication of all information relevant to staffing
Update employee and team data maintained in the workforce management software
Assist Operations with any schedule or staffing information requirement.
Monitor hourly call volumes, AHT, and staffing requirements.
Alert Operations management on threshold violation
Monitor, track, and report agent schedule adherence and employee occurrences
Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.
Knowledge, Skills, and Abilities
Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
Broad knowledge of contact center and customer service operations
Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
Integrity, Customer focus, Innovative
Displays teamwork and leadership skills
Good communication and interaction skills
Strong problem-solving skills
Adaptable to change and able to work under pressure
Good time management skills and able to multi-task
Flexible with schedule to accommodate working in a 24x7 environment and international time zone.
QUALIFICATIONS
Education
1 to 2 years' work experience in a contact center (BPO) environment preferred
High School Diploma/GED
Internal Eligibility Criteria:
No active PIP within the last 6 months
Good Attendance Record, 85% or higher for the last 90 days
QA Scores, 85% or higher average for the last 90 days
LOB KPIs at or above goal for the last 90 days
For lateral transfers, 6 months in current role/LOB
For promotions, no minimum tenure required
This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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