Call Center Queue Specialist

3 weeks ago

Grand Rapids, United States Chervon North America Full time
Chervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, manufacturing, design, marketing, sales, and service teams throughout the world, we do it all.

Summary of Responsibilities

We are seeking a highly organized and detail-oriented Contact Center Queue Specialist to join our dynamic team. The ideal candidate will be responsible for efficiently managing and optimizing call queues to ensure a smooth and seamless customer experience. The Contact Center Queue Specialist will collaborate with various teams to implement strategies for reducing wait times, improving customer satisfaction, and enhancing overall operational efficiency.

Duties and Responsibilities
  1. Queue Management
    • Monitor and manage inbound call queues to ensure timely and effective handling of customer inquiries.
    • Utilize call routing and queuing software to optimize resource allocation and minimize wait times.
    • Analyze historical data to identify trends and make proactive adjustments to queue configurations.
  2. Performance Analysis
    • Track Service Level Agreements (SLAs) related to queue performance, such as average handle time, wait time, and abandonment rate.
    • Generate regular reports to assess the effectiveness of queue management strategies and propose improvements.
  3. Collaboration
    • Work closely with the Customer Service management team to align queue configurations with staffing levels and scheduling requirements.
    • Collaborate with customer service representatives, supervisors, and other relevant stakeholders (internal, 3rd party, in office and remote) to address queue and agent performance related issues.
  4. Continuous Improvement
    • Identify opportunities for process improvement and automation to enhance overall contact center efficiency.
    • Implement and test new strategies to optimize queue performance and reduce customer wait times.
  5. Agent Scheduling Support
    • Assist in developing flexible scheduling strategies to accommodate changing call volumes and ensure adequate agent coverage.
  1. Reporting for Forecasting
  • Generate and analyze reports to provide insights into call volume patterns and trends.
  • Support forecasting efforts by providing accurate and timely data related to call center performance.
  • Collaborate with the management team to identify areas for improvement and implement data-driven strategies.
  1. Collaboration and Management Support of Software Providers
    • Work closely with software providers to ensure the effective implementation and maintenance of call center technology.
    • Provide feedback and insights to software providers to enhance the functionality and performance of call center software.

Education and Experience Requirements
  • Bachelor's degree in business, communications, or a related field (or equivalent work experience).
  • Proven experience in a contact center environment, with a focus on queue management.
  • Experience with Ring Central and Salesforce or other similar call center software programs.
  • Familiarity with automatic call distribution (ACD) and interactive voice response (IVR) systems.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Excellent communication skills and the ability to work collaboratively with cross-functional teams.
  • Detail-oriented and capable of managing multiple tasks simultaneously.
  • Knowledge of customer service best practices and industry trends.

Skills
  • Proficiency in using contact center software and tools.
  • Data analysis and reporting skills.
  • Strong problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Time management and organizational skills.
  • Adaptability and the ability to work in a fast-paced environment.

Work Environment

Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.

We think Chervon is a great place to work  Be part of our new future  Better Tools.  Better World.
 

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