Call Center Supervisor and Traffic Coordinator

Olivette, MO

Post Date: 10/11/2017 Job ID: 31270 Pay Rate: 20.00

Our client, a growing  healthcare  product company located in  Olivette, is seeking a Call Center Traffic Coordinator to join their busy team.   This is a full-time, direct-hire, opportunity that pays  within the range of $16.00-$20.00 per hour, plus bonus potential. Additionally, this company offers medical and dental insurance, long-term disability, sick leave, life insurance, 401K, and profit sharing are available.  The schedule for this position is typically 10: 30am-7: 00pm Monday-Thursday, 8: 30am-5: 00pm Friday, and maintain a Saturday/Sunday rotation.

 

JOB DUTIES: 
  • Responsible for the successful planning and execution of daily call center operations
  • Perform facility opening and closing procedures
  • Create daily, weekly and monthly base schedules and forecasts by analyzing demand
  • Creating and maintaining all Call Center schedules (shifts, in-services, training, lunch, etc.), and other all Center operations
  • Seek areas to improve production to fully utilize staff
  • Monitors call center activities to ensure timely customer service
  • Provides guidance and assistance in problem resolution
  • Develops and administers call center policies and procedures
  • Point of contact for Phone representatives needing assistance with System related issues and communicate to IT Helpdesk
  • Monitor Cisco system and manage all call center related functions
  • Conduct bi-weekly one on one’ s with management to review key performance goals
  • Lead by example with outstanding attendance, positive behavior and focus throughout each day

 

REQUIREMENTS:

  • Prior Call Center Supervision experience
  • Proficiency in Microsoft Office, especially Word and Excel
  • Strong analytical skills in call volume, employee workloads, and staffing optimization
  • The ability to identify and solve process challenges through training, analysis of performance metrics, and use of advanced optimization techniques
  • Monitoring and providing in-day results
  • Able to remain calm during stressful situations, including interpersonal conflicts between team members  
  • Strong written and verbal communication skills
  • Able to work independently and within a team with little supervision
  • Prior Workforce Management experience preferred
  • Experience with Cisco platform preferred
  • Outstanding attendance is an absolute must in this position

Please apply online for immediate consideration. All qualified applicants will be contacted.

 

EOE M/F/D/V




 

 


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