Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Competitive compensation based on experience with additional incentives and bonuses
- Comprehensive health benefits available to full-time employees after 90 days
- Paid Time Off and paid holidays for work-life balance
- Significant opportunities for career advancement within the organization
- Engaging and collaborative work environment with a casual dress code
- Participation in contests with cash prizes and rewards

What to Expect (Job Responsibilities):
- Monitor real-time call volumes to ensure service levels are met
- Adjust agent schedules based on call traffic and staffing needs
- Analyze real-time data to identify performance trends and issues
- Prepare and distribute performance reports to management and stakeholders
- Collaborate with team leaders to address operational challenges

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 and workforce management in a call center
- Proficiency in workforce management tools such as IEX, Beeline, or CMS
- Strong understanding of data analysis and performance metrics
- Excellent analytical, problem-solving, and communication skills

How to Stand Out (Preferred Qualifications):
- Experience in a call center or customer service environment
- Knowledge of forecasting, planning, and scheduling work volumes
- Ability to adapt to changing environments and handle multiple tasks simultaneously

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