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GENERAL FUNCTION: Independently provides centralized administration of the Inbound Customer Service (ICS) dialer system (I3) and Workforce management application to create and maintain work schedules while ensuring all contractual obligation service levels are met.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
·Manage I3 functionality within the ICS Department including but not limited to skills assessment, work groups, queues, call priority calculator, and service level achievement.
·Manage I3 reporting, including but not limited to productivity and effectiveness.
·Retrieve, monitor and distribute system-generated reports.
·Monitor and advise on the correct balance between service levels and labor costs in order to achieve departmental wage rate targets.
·Responsible for real time management of contact center performance and ensures adjustments are made to meet or exceed service level objectives.
·Create, maintain and distribute ICS schedules through the use of internal systems, specifically Witness.
·Work with ICS Manager to assimilate new clients into I3 workflows and E2 reporting needs.
·Manage Witness functionality to include, schedule generation, what if scenarios, capacity planning, and time off requests.
·Work with the Finance Support and Business Reporting Departments on volume forecasts and intervals for holidays.
·Investigate, analyze and assess unit productivity and call volume trends for performance monitoring and forecasting.
·Work with the ICS Supervisors to monitor and manage staff cross-training needs.
·Meet and maintain job requirements and standards set by management.
·Administer monthly forecasting and scheduling meetings.
·Perform other tasks as assigned.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM KNOWLEDGE SKILLS REQUIRED:
·4 or more years in the Card Processing, or a similar industry.
·2 or more years of CMC Company experience.
·Associates Degree or equivalent experience.
·Excellent verbal and written communication skills.
·Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
·Experience in analysis of operational or financial data.
·Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
·Ability to multi-task and be flexible.
·Excellent organization and project management skills.