Podium Specialist

Please Share:

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


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!

Comments are closed.