Customer Service Workforce Manager Specialist NewEgg
THIS JOB HAS EXPIRED Overview:
Founded in 2001, Newegg Inc. (?Newegg? or the ?Company?) is the premier e-commerce retailer of information technology products, peripherals and consumer electronics to the do-it-yourself and online gaming markets. With its phenomenal growth rate (from $0 in 2001 to 2010 revenues of $2.5 billion), an unbroken track record of profitability and consistently top rankings in customer service, it has a strong basis for that claim. The Company, which is privately held, has over 2,400 employees worldwide and more than 14 million registered customers. This is an extremely exciting period in the life of the company, as it prepares for the next stage of growth by strengthening the executive leadership team.
The Call Center Workforce Specialist is responsible for managing the day to day operation of the contact center call, chat and e-mail volume. This position will also forecast contact volume, schedule agents and load balance for call and contact activities at multiple sites, optimizing service, quality levels while ensuring the most efficient use of resources.
Create and maintain the contact center agent work schedule;
Authorize time off and schedule change requests;
Manage meeting, training and follow-up time for representatives on an hourly basis;
Analyze call volume to manage work shifts, lunches, breaks and training schedules;
Adjust workflow based on real time needs;
Develop, implement, maintain and communicate work schedules;
Ensure compliance to set schedule;
Adjust work schedule requirements based on changing forecasts;
Capture, store and report on historical statistics, including ACD, Chat and E-mail, schedule adherence and forecasts;
Create real time reports utilizing Avaya and CMS;
Collaborate with managers and staff to identify opportunities for improvement of resource utilization and service levels;
Communicate service levels throughout the day;
Provide daily reports to the Director of CS and Managers regarding call volume, trends and planning;
Immediately report service level issues and provide solutions to remedy situations affecting service levels;
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Bachelor degree in related field or equivalent;
At least 3 years Call Center supervision or manager experience;
At least 2 years of experience with scheduling software and/or project management;
Exemplary coaching/motivational skills at a team and individual level.
Understanding and knowledge of workforce planning programs and principles ? including forecasting and intra-day functions.
Demonstrated ability to generate optimized schedules with understanding of scheduling templates, shift limitations and compliance issues.
Proactive ability to create a forecast, measure forecast accuracy and re-adjust forecast as necessary.
Advanced proficiency with MS Office application (especially Excel).
Strong interpersonal skills.
Excellent written and verbal communication skills.
Adaptable and proactively able to move with change while maintaining a positive attitude.
||9997 East Rose Hills Road |
Whittier, CA 90601
THIS JOB HAS EXPIRED