Operations Specialist, Overnight Shift, Mt. Laurel, NJ

America’s Most Convenient Bank!Commerce Bank’s customer focused Retail Banking experience is like no other and people are talking about us. About our explosive GROWTH, our COMMITMENT to our Customers and our PASSION to keep moving forward. As America’s Most Convenient Bank, Commerce definitely knows how to please our Customers. Every time they walk in our doors, they get the ultimate banking experience. Headquartered in Cherry Hill, New Jersey, Commerce has assets exceeding $40 Billion and a network of over 375 branches serving the metro New York, Philadelphia, Washington DC and Florida markets. With more than 50+ new stores scheduled to open in 2006, the excitement is just starting.  Overnight Operations Specialist Mount Laurel, NJ

Provides operational support including but not limited to call traffic and queue management for entire Call Center. Responsible for general maintenance of Workforce Management System. In addition, partners with Workforce Team by filling short-term and long-term schedule requirements as well as ensuring call center metrics are achieved. This is an overnight shift.

Job Responsibilities:Monitors real-time agent productivity including adherence, not ready, and average handle time. Partners with supervisors/managers to provide real time operation management of call center agents. Assists in scheduling CSR's based on forecasted needs. Maintains Workforce Management System. Updates, Daily, Weekly, and Monthly performance reports. Creates and maintains reports for the operations group. Ensures proper skill set assignments based on agent skill level. Tracks and trends department statistics including, but not limited to overtime, schedule adherence, and absenteeism. Ensures agent workstations are fully functional. Assists with short-term and long-term capacity requirements.

 

Job Requirements:Minimum of 1 year Call Center Operations experience. Experience with real-time call center management including agent adherence and real-time reporting systems. General understanding of call center metrics. Must be self-motivated, self-directed, with strong attention to detail. Must have strong analytical ability. Must possess general Word, Excel and PowerPoint knowledge. Knowledge of ACD systems, workforce management software applications, CTI tools, CRM platforms and IVR systems. Must have the ability to work in a fast paced environment with limited supervision. Must reprioritize work often to ensure that deadlines and department objectives are met. Must be flexible with schedule to accommodate business needs. Must lead by example, promote the WOW! Culture, and provide WOW! service to both internal and external customers.  To apply for this position please visit our web site, www.commerceonline.com, click on “Join Our Team”, and complete an online application. Overnight Operations Specialist opportunity is listed under the Call Center job category.

 

 

We are an equal opportunity employer. EOE, m/f/d/v. Drug testing and background check required.