Blaze a New Trail with Inspiro in Coeur d'Alene! – We are looking to add a Work Force Specialist to our rapidly expanding team!
inspiro is a pioneering leader in customer relationship management outsourcing. We deliver the full customer engagement lifecycle from acquisition, to retention and on to enhancement. We have over 10,000 diversified industries including media, telecommunications, travel and hospitality, financial services and e-commerce. inspiro and DISH have come together to provide award-winning service to millions of customers throughout the nation at our CDA site.
Welcome to inspiro. The future of BPO.
As a Call Center WF Specialist, you will be responsible for analyzing real-time call volume patters and various agent phone statistics to ensure established service level goals are attained and exceeded.
Responsibilities:
inspiro is a pioneering leader in customer relationship management outsourcing. We deliver the full customer engagement lifecycle from acquisition, to retention and on to enhancement. We have over 10,000 diversified industries including media, telecommunications, travel and hospitality, financial services and e-commerce. inspiro and DISH have come together to provide award-winning service to millions of customers throughout the nation at our CDA site.
Welcome to inspiro. The future of BPO.
As a Call Center WF Specialist, you will be responsible for analyzing real-time call volume patters and various agent phone statistics to ensure established service level goals are attained and exceeded.
Responsibilities:
- Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying opportunities to improve staff utilization and KPI's (cost per call, cost per member, service level, occupancy, etc.)
- Coordinate with site leadership providing production recommendations necessary to meet KPI's
- Provide accurate forecast call volumes, analyze historical call volume, project budgetary expenses, determine future costing and assist with training and new hire numbers
- Develop labor schedules, vacation usage requirements and overtime requirements to meet contact volumes and service levels. Coordinates the reduction or increase of overtime for staff needed to meet SLA's and inbound goals
- Utilize specialized software tools to manage and forecast staffing levels for site
- Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
- Monitor and provide coaching for intraday queue management, agent activity levels and workforce schedule adherence issues affecting day-to-day operations
- Location: Onsite/ Inspiro Contact Center- 200 W Hanley Ave. Suite 200-3. Coeur d'Alene, ID 83815
- Hours of Operation: 7 days a week – 5:00AM-9:00PM PST
- Classification: Full-time
- Agent Pay: $18.25
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