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CC Real-Time Lead-CRTL

Company: LogistiCare
Location: Las Vegas
Posted on: December 9, 2018

Job Description:

The Contact Center Lead Real-time Analyst will work side-by-side with the Leadership Team for each book of business to control and maintain optimal daily and monthly workforce performance. In this role the Lead Real-time Analyst ensures that all team members have adequate resources, are proficient in their daily tasks, provides assistance with escalated situations and serves as a subject matter expert to the Real-Time Analysts and Contact Center staff. ESSENTIAL FUNCTIONS Coaches/Supports Real-time Analysts on workforce management processes, reports and queue management Reports performance metrics for all lines of business for workforce related key performance indicators Provide visibility to management that includes measurable results of each queue Reports to management reasons for volume fluctuations including policy violation Maintains accurate and current account of site phone staff (e.g. Entering required staffing resource schedules/exceptions) Oversees the monitoring of resources, call queues and skilling management Provides formal and informal SVL performance updates Partners with operations to preschedule coaching, training and meetings Schedules phone activities in partnership with leaders Identifies and reports staffing concerns that negatively impact service level performance Monitors performance and enters new hire agents into workforce systems Ensures reports are complete, accurate and issued on established cadence Provides key insights from analysis and interpretation of data Trains new Real-Time Analysts Performs other duties as assigned POSITION QUALIFICATIONS Competency Statement(s) Accurate - Ability to perform work accurately and thoroughly Analytical Skills - Ability to use thinking and reasoning to solve a problem Communication, Oral - Ability to communicate effectively with others using the spoken word Communication, Written - Ability to communicate in writing clearly and concisely Customer Oriented - Ability to take care of the customers' needs while following company procedures. Decision Making - Ability to make critical decisions while following company procedures. Interpersonal - Ability to get along well with a variety of personalities and individuals. Problem Solving - Ability to find a solution for or to deal proactively with work-related problems Relationship Building - Ability to effectively build relationships with customers and co-workers Working Under Pressure - Ability to complete assigned tasks under stressful situations Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous Reliability - The trait of being dependable and trustworthy REQUIREMENTS Education High School Graduate or General Education Degree (GED) Experience 2 to 5 years contact center customer service experience is strongly preferred 1+ year(s) experience in a Resource Management/Workforce Contact Center position strongly preferred Skills Excellent customer service and people skills and must be able to work independently or with a team Ability to quickly learn new technology and processes Must be able to understand and follow complex instructions Read, write and understand English fluently Ability to accurately type 35wpm WORKING CONDITIONS Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements -Able to sit at and work on a computer for periods of time -Able to use the phone for periods of time -Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves -Required to be at the work location to perform job functions -Ability to speak, hear and see for the assigned work day -Repetitive key stroke/data entry for the assigned work day -Ability to ambulate as needed for the assigned work day -Ability to meet the requirements of the Customer Service Representative job description WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Las Vegas , CC Real-Time Lead-CRTL, Other , Las Vegas, Nevada

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