Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues
Able to take Management direction and cascade to staff
Strong coaching skills
Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management
Responsibilities
Develop and implement Customer Service inbound and outbound contact strategies.
Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed.
Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).