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    Podium Specialist for Alorica

    Some responsibilities include:

    Job Functions:
    Call Monitoring 70%
    Service Level Tracking 30%

    Key Job Responsibilities:

    Partners with operational leadership to ensure service levels are met
    Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status
    Monitors break and lunch schedules, tardiness, and/or early departures due to sickness or family emergency to ensure proper staffing levels and adherence
    Documents system or telephone problems identified by team members; provides follow-up to ensure problem is resolved

    Other Related Duties:

    Escalates any larger system and/or telephone problems to both operational leadership and client management
    Assist Schedulers/Team Managers (weekly) with revisions of work schedules
    Assist Schedulers/Team Managers in reviewing agent requests for time off such as vacation and personal days
    Other duties as assigned to include various ad hoc reporting requests
    Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism
    Evaluates opportunities for down-staff/overtime and communicates recommendations accordingly

    Qualifications

    Minimum Education and Experience:

    High School Diploma or equivalent  Technical certification or Associate degree, preferred
    Credible experience (2-4 years) in a call-center environment, including some (2-4 years) customer service experience
    Experience with Avaya or other call center phone systems
    Experience with TCS eWFM, IEX, GMT Planet, Blue Pumpkin or other workforce management tools

    Minimum Education and Experience:

    Knowledge of organizational procedures and practices
    Excellent organizational skills
    PC proficiency/MS office
    Excellent interpersonal skills
    Good analytical skills
    Must be detail oriented and assertive
    Must possess excellent listening as well as verbal and written communication skills
    Able to establish good teamwork ability
    Must have proven leadership skills, strong decision making abilities as well as the ability to multi task
    Possess cooperative and positive attitude towards clients, employees and company
    Ability to work independently with minimal direction

    To find out more visit Indeed.com and search for the position title and company. Apply now. Jobs go fast!

    Posted by vwah012015 @ 10:56 pm

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