Call Center Optimization Specialist

3 weeks ago


Minneapolis, Minnesota, United States Internet Brands Full time
About the Role

At Internet Brands, we are seeking a skilled Call Center Optimization Specialist to join our team. This role is responsible for ensuring that service levels are met and agents are adhering to their schedules in real-time.

Duties and Responsibilities:
  • Oversee intraday management of real-time workload requirements.
  • Track agent availability, call volume, and other metrics throughout the day.
  • Manage real-time response to events and incidents, and escalate to appropriate teams when needed.
  • Utilize workforce management software and reporting tools to analyze performance data.
  • Make real-time staffing adjustments based on call trends and operational needs.
  • Monitor real-time adherence to schedules for team members and provide feedback to leaders in real-time.
  • Monitor and manage attendance communications received from team members.
  • Provide intraday updates to leaders.
  • Assist in monitoring and handling of WFM emails and chats.
  • Assist in scheduling various agent activities while ensuring overall shift coverage as needed.
  • Assist in creation and updating of WFM documentation as needed.
  • Assist with basic reporting needs daily, weekly, and monthly as necessary.
  • Assist with administration of any WFM software.
  • Comply with all policies and standards.
Requirements:
  • Modest experience with Google Workspace preferred.
  • Basic knowledge of Microsoft Excel.
  • Attention to detail.
  • Able to multi-task and manage time appropriately.
  • Organized with the ability to quickly and effectively adapt to change.
  • Previous call center experience required.

We offer a competitive salary of $65,000 per annum and a range of benefits including health insurance, retirement plans, and paid time off.



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