Intraday Specialist

Responsible for monitoring statistical data as related to real-time actual and forecasted call volumes, average handling time and staffing to ensure individual departmental and trustee standards are met. Monitor real-time phones and processing unit activities and make recommendations to assist with the efficient management of agent availability and shortages. Develop and maintain service provider/client relationship with each business unit we service, building trust and a sense of partnership. Provide business units with all necessary and pertinent data required to make educated decisions on reaching their goals. Review pertinent live and historical data in order to provide suggestions and insight to business units for overall call center needs and sharing of resources. Interact with all levels of Call Center management and offer insight and recommendations to ensure proper response to real-time deviation from forecast. Develop and distribute call center opening and closing plans daily. Develop and distribute after-the-fact reporting documents as needed if and when daily departmental or trustee standards are not met.

Shift: 12:00PM - 8:00PM

If interested send postings to: Terra Hills, G-3-D
Posting Deadline: August 25th.