Command Center Analyst at Aurora

Job Description

Responsibilities:

• Monitor contact handling performance for all lines of business at all Customer Service locations
• Notify business units of performance issues on a timely basis and take actions necessary to ensure service level targets and financial performance goals are met
• Proactively react to service delivery issues using call allocation and routing changes and/or staffing changes
• Utilize the intraday plans (IDPs) incorporating current trends to flex schedules as necessary by collaborating with site operations to solicit overtime or voluntary time off as appropriate
• Partner with internal (telecom, IS, routing specialists, etc.) and external (AT&T, Arise, etc.) resources to manage and resolve service impacting events
• Provide feedback on results highlighting both areas of success as well as areas of opportunity. Suggest solutions for improved future results
• Analyze and troubleshoot ACD and related telephony data for all locations on a regular basis and make recommendations for improvement to the management team
• Provides tier-1 telecom and contact routing support to Customer Service locations
• Recognize and interpret trends and recommendations for operational improvements as necessary
• Review current processes of real time management to uncover potential opportunities for improved efficiency
• Allocate staffing resources to ensure external customers expectations are met within budget
• Partner with business on intra-day service impacting staffing decisions
• Assist customers with the analysis and interpretation of contact center data and metrics and make recommendations for changes to optimizes functionality
• Interacts regularly with business partners at all levels assisting with same-day service level questions
• Partner with Telecom as needed to support business continuity

Job Requirements

Skills/ Education:

• Associates degree. Bachelors degree preferred
• 1 yr Contact Center/ Call Center experience required

• 1 year Workforce Management experience preferred

• Proficient in the use of Workforce Management Software (Aspect, IEX, Blue Pumpkin) preferred
• Knowledge of automated call distribution systems (Avaya CMS, etc.) preferred
• Proficiency in the use of AT&T Route It and Business Direct and other call routing tools preferre
• Excellent speaking-listening-writing skills
• Solid analytical and problem solving abilities
• Attention to detail and accuracy
• Proficiency in Microsoft office with an emphasis on Excel. Intermediate Excel skills required
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
• Ability to develop new ideas and creative solutions

Country: USA, State: Colorado, City: Aurora, Company: Staples.