Employer Industry: Contact Center Operations

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Flexible schedule, including potential evening, weekend, and holiday hours
- Chance to work in a fast-paced, dynamic team environment
- Commitment to providing an exceptional customer experience

What to Expect (Job Responsibilities):
- Monitor and report schedule adherence in real-time using scheduling and time-tracking software
- Communicate directly with agents to ensure achievement of staffing targets
- Track real-time contact volume and respond to changes in relation to staffing and wait times
- Provide regular reporting to Operations and Workforce Management for informed decision-making
- Assist Operations in enforcing schedule adherence and contact time targets

What is Required (Qualifications):
- High School Diploma or GED
- At least 2 years of work experience in contact center workforce management or operations support
- Strong knowledge of workforce management tools such as Five9, Serenova, and IEX/NICE
- Intermediate experience with spreadsheets, including MS Excel and Google Sheets
- Excellent organizational, time-management, and problem-solving skills

How to Stand Out (Preferred Qualifications):
- Proven ability to multi-task and monitor multiple queues or systems
- Keen attention to detail and accuracy in reporting and analysis
- Strong desire to build best practices within the team
- Ability to work with minimal supervision and navigate multiple systems effectively
- High level of dedication, enthusiasm, and self-motivation

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