Global Command Center Coordinator
4 weeks ago
Talascend is seeking a skilled Global Command Center Coordinator for a contract opportunity with a leading automotive manufacturer in Warren, MI.
Job Overview
The Global Command Center plays a critical role in overseeing and monitoring contact center and system performance for Connected and Customer/Dealer Services. The team is responsible for ensuring best-in-class customer service and is a mission-critical component of the daily operation of the contact center network.
Key Responsibilities
- Work directly with suppliers to ensure Contact Center staffing obligations are fulfilled.
- Monitor, report, and analyze intraday performance by business unit to ensure key performance indicators are met across the Global Enterprise.
- Utilize workforce management tools and reporting to make decisions regarding staff management at each location.
- Communicate with supplier management, Business Performance Leads, and executive leadership.
- Develop and maintain relationships with suppliers, with a comprehensive understanding of contract expectations and limitations.
- Assist with skill management and leveraging.
- Host operational bridge-lines and assist with technical issues.
Requirements
- Bachelor's Degree or equivalent workforce management experience.
- 2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment.
- Technical or automotive experience a plus.
- Highly innovative and creative thinker.
- Excellent written and verbal communication skills.
- Working knowledge of industry-standard contact center technology.
Preferred Skills
- Thorough knowledge of NICE IEX WFM.
- Proficiency in MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel, and IEX.
Working Conditions
The selected candidate will be required to work 7 days a week and any shift.
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