Global Command Center Coordinator

4 weeks ago


Warren, Michigan, United States Talascend Full time
Job Description

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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