Contact Center Command Coordinator

2 months ago

Warren, United States The BarTech Group, Inc. Full time

Bartech Staffing is a leading engineering, technical and professional staffing firm, and our clients include some of the nation's biggest companies. We are powered by Impellam Group, a connected group providing global workforce and specialist recruitment solutions. Our client has engaged us to assist them in hiring a contract Contact Center Command Coordinator. If you are interested in an opportunity to get your foot in the door with leading company, we want to talk with you

Hourly pay range $ 25-28

Job Responsibilities

  • Provide input for the Daily Enterprise Staffing Call for of day-of staffing and future days concerns
  • Responsible for reviewing action plans and any follow up or deviation to the action plans presented by the sites
  • Always maintain a 5-Day Staffing Outlook to eliminate same day staffing shortages
  • Continuously monitor metrics for all Business Units to observe and react to any trends that are being observed throughout the day across the Global Enterprise
  • Cultivate relationships with each supplier, with a comprehensive understanding of contract expectations and limitations
  • Assist with skill management and leveraging
  • Host operational bridge-lines
  • Assist with technical issues and potential technical bridge-lines
  • This individual will be required to communicate effectively with General Motors Management and the partners
  • This individual will be responsible for performing analyst duties as needed to ensure proper coverage throughout the day and managing the day-to-day key performance metrics.

Job Requirements

  • Bachelor's Degree or equivalent workforce management experience preferred
  • 2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Technical or automotive experience a plus
  • Highly innovative and creative thinker
  • Must possess the ability to analyze trends and act appropriately
  • Willingness and ability to adapt to a frequent and fast-pace changes
  • Excellent written and verbal communication skills
  • Working knowledge of industry standard contact center technology (ACD, IVR, Network Features), reporting automation applications
  • Able to work with others in a highly collaborative way: listens to others' input, values outside perspectives, continuously seeks feedback
  • Thorough knowledge of NICE IEX WFM (centralized, multi-media, multi-site) preferred
  • Comprehensive understanding of contact center metrics
  • Proficiency in the following tools are ideal: MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application and Siebel

Benefits

As a Contact Center Command Coordinator with Bartech Staffing, you will be working through an established and respected staffing organization with over 40 years of serving as a trusted partner to our client companies. We provide our talent with personal, responsive attention, and will assign an employee care representative to answer any questions or concerns that you might have. Depending upon the client, the assignment, and your performance, you can find potential opportunities for direct employment.

At Impellam Group, we offer a competitive compensation package with benefits including:

  • Medical, dental, and vision
  • 401(k) plan with employee contribution opportunities
  • Paid time off, including holidays
  • 529 college savings program

Make the most of your experience

Apply now

For this opportunity, the successful candidate will be directly employed by Bartech Staffing as a W2 employee while providing services to our client, who is looking for people who are eligible to work in the US and can start immediately.

Keywords: Call center manager

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting

HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.

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