Main Responsibilities:
Manage the call volume, daily attendance and program break schedules
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Skills and Qualifications:
Demonstrate sound work ethic
Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
VBA macros an asset
Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call center experience required
Previous Work Force Management experience is considered an asset
Personal Attributes:
Ability to take initiative
Flexible team player with a positive attitude
Must have good time management with the ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Must be friendly and professional with a positive attitude
Organized with the ability to quickly and effectively adapt to change
Excellent attendance record
Able to communicate professionally - oral and written
Problem solving skills
