Call Center Workforce Management

This position works onsite five days a week in our Northbrook, Illinois corporate office. Remote work is not an option.

Primary Responsibilities:

• Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
• Data Management: Source and mine data to support strategic continuous improvement initiatives.
• Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
• Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.

Requirements

• Attention to Detail: Ability to meticulously review and assess call quality, identifying areas for improvement.
• Strong Communication Skills: Proficiency in articulating feedback clearly and professionally to call center agents.
• Analytical Skills: Ability to analyze call data and performance metrics to identify trends and areas for improvement.
• Knowledge of Call Center Operations: Understanding of call center workflows, metrics, and best practices.
• Technical Proficiency: Familiarity with call recording and monitoring software, CRM systems, and other relevant tools.
• Training and Coaching Skills: Experience in providing constructive feedback and training agents to improve performance.

Benefits

• Health
• Vision
• Dental
• 401k
• PTO

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