Requirements

Operating system

Linux

Our requirements

• Minimum 1 year related experience. Understanding of the call/contact center's staffing availability and call volumes. Proficient computer software skills. Good written and verbal communication skills.
• Communicates effectively in written and spoken English with co-workers around the world.
• Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
• Commits use all resources available to increase the teams’ knowledge base.
• Makes a conscious effort to constantly contribute value-added services and ideas.
• Demonstrates effective teamwork skills.
• Consistently meets established KPI targets indicated by leader or the company.
• Shows basic proficiency using workload tracking tools.
• Shows proficiency in MS Excel handling.
• Monitors and resolves the issues that are reported by leaders and employees. Has the ability to act rapidly.
• Demonstrates strong sense of urgency.
• Ensures that approved methods, processes, and tools are consistently used.
• Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment
• Calls out of schedule might be required - for team meetings
• Team works 24x7 and will require shift coverage.
• On-call duties may be required.
• Knowledge on any workforce planning tools considered a plus. Genesys Cloud WFM in particular.
• Knowledge of live monitoring and call routing tools is a plus. Avaya CMS, Genesys CCpulse or Genesys Cloud in particular.
• Basic Programming skills are a plus.

Your responsibilities

EXPERIENCE- Minimum 1 year related experience. Understanding of the call/contact center's staffing availability and call volumes. Proficient computer software skills. Good written and verbal communication skills.