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Command Center Representative
Mediacom Communications
Chillicothe, IL, United States
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POSITION SUMMARY:
Monitor historical call volume, real time call volume, and the call center workforce to provide direction to call center management and minimize customer wait times. Take action in response to customer impacting events to minimize negative impacts to the business and improve the customer experience.
ESSENTIAL DUTIES & RESPONSIBILITIES:
• Perform statistical analysis on call volumes in an effort to identify outage drivers.
• Input data into workforce management system such as schedule changes, supervisor and team meeting information, coaching schedules, and vacation requests.
• Escalate call center or customer impacting issues to the Network Operations Center, call center management and/or local system engineering group.
• Monitor outage bulletin boards to keep information current and interface with local dispatches.
• Communicate the real time customer queue status every hour to all call center management personnel.
• Manage and record upfront outage messaging to play for customers in the IVR (Interactive Voice Response) system.
• Monitor and adjust call routing parameters in response to localized call volumes in an effort to manage phone trunk capacity and Utilize a desktop computer with workforce management software (IEX), and ACD software (CIC) monitor the real-time call activity of all customer-contact personnel and customer call volumes.
• Real time workforce and queue management includes but is not limited to, call center call volume, service level tracking, call handle time, off-phone time, green time and work schedules.
• Other primary functions, include the monitoring and gathering of non-real time information in order to track service levels, and manage the use of off-phone time to improve center performance.
PREFERRED EXPERIENCE/SKILLS:
• 1-3 Years related Call Center/Customer Service experience required; Call Center workforce management/Command Center experience a plus.
• High School Diploma or equivalent required.
• Good verbal communication, interpersonal, analytical and organization skills.
• Solid understanding of call-center processes, procedures and policies.
• Working knowledge of computer applications such as Excel, and Word and Access.
• Must have keyboard skills and able to use a mouse.
• Must be able to work independently and in a team environment.
• Experience with working on a computerized workflow management system.
• Must be able to multi-task and work in a fast paced, high demand environment.
• Ability to work a variety of work schedules to include days, nights, weekends, holidays, to support a 24/7 operation.