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Coord 2, Call Volume Control
Comcast
Centennial, CO, United States
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Job Summary:
Responsible for monitoring service levels and ensuring that
utilization/profitability goals are met on a consistent basis. Works
with moderate guidance in own area of knowledge. Is accountable for
individual results and impact on team.
Core Responsibilities:
-Analyzes and integrates basic data to identify clear patterns or trends and draws reasonable, logical conclusions.
-Reviews current work processes and identifies innovative or creative ways to improve efficiency or effectiveness.
-Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors
-Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs
-Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; guide the business through changes in workforce needs
-Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees
-Develops contingency plans for contact centers and determines the impact on service levels when staff are added or reduced.
-Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
-Other duties and responsibilities as assigned.
Job Specification:
• Bachelors Degree or Equivalent Work Experience
• Generally requires 1-5 years Related Experience
Comcast is an EOE/Veterans/Disabled/LGBT employer