Real Time Management (Lead Contact Center Process Improvement Representative)

Position

Real Time Management (Lead Contact Center Process Improvement Representative)

Location

This position is available to remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington DC, West Virginia or Wisconsin.

Role

• Real-time monitoring of queues across multiple lines of business
• Analyze real-time call trends and make appropriate staffing adjustments
• Provide real-time updates to call center management regarding queue management and performance
• Create and maintain reports
• Cookordinate appropriate allocation and availability of call center staff in order to achieve company goals
• Recommend procedural and operational guideline changes to improve communications and efficiency
• Makne necessary adjustments to workforce management software to track the productivity of Call Center Agents
• Plan and schedule off-phone events
• Lead and provide updates in department meetings
• Provide administrative support to the Call Center and Call Center Management Staff
• Perform other duties as assigned by management

What You Bring

• Minimum of two years of call center experience
• Experience with call center tools such as Amazon, Verint, CMS or IEX
• Strong analytical and problem-solving skills
• Excellent planning and time management skills
• Excellent verbal/written communication skills
• Intermediate expertise in Excel and PowerPoint
• Ability to work flexible hours 7AM – 8 PM including extended nights and/or weekends and overtime as needed

Employee Benefits & Well-Being

• Competitive Compensation & Total Rewards
• Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

Additional Information

• National Range: $52,700- $76,000 High- Cost Range (includes New York): $65,900- 96,000
• Disclaimer: This role is aligned to a national market-based pay range. Actual compensation will vary based on geographic location, experience, skills, and other job-related factors. In addition to base salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is based on individual and company performance and is not guaranteed. This role is not eligible for employment visa sponsorship.