Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Competitive starting compensation based on experience
- Opportunities for career advancement and significant growth within the organization
- Participate in contests with cash bonuses and prizes, including electronics and vacations
- Comprehensive health benefits available after 90 days of employment
- Paid Time Off and a casual dress code for a comfortable work environment
- Engaging team-oriented culture that fosters collaboration

What to Expect (Job Responsibilities):
- Monitor real-time call volumes to ensure service levels are met
- Track agent availability and adjust schedules to manage call traffic efficiently
- Analyze real-time data to identify trends and performance issues
- Prepare and distribute real-time performance reports to management and stakeholders
- Collaborate with team leaders and management to address operational issues

What is Required (Qualifications):
- Associate’s or Bachelor's degree in Business, Statistics, or a related field
- 2-3 years of experience in real-time monitoring, report analysis, and workforce management within a call center
- Proficiency in workforce management tools such as IEX, Beeline, CMS, and Aspect
- Strong understanding of data analysis and performance metrics
- Excellent analytical and problem-solving skills with a high level of attention to detail

How to Stand Out (Preferred Qualifications):
- Experience in a call center or customer service environment
- Knowledge of forecasting, planning, and scheduling calls or work volumes
- Effective verbal and written communication skills
- Strong interpersonal skills to work collaboratively with team members
- Ability to adapt to changing environments and manage multiple tasks simultaneously

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