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OCC Sr. Analyst Alpine Access
THIS JOB HAS EXPIRED
INTERNAL ONLY POSTINGThe Sr. Command Center Analyst acts as the key point of contact for other departments for any real time issues effecting production. The position is PT and the applicant must commit to 32 or more (when needed) hours per week.
SHIFT 1 (2 openings available)
Sunday - Thursday 3pm - close (12:30am)
SHIFT 2 (2 openings available)
Tuesday - Saturday 3pm - close (12:30am)
Primary Requirements: Some previous coaching experience preferred. Planet Experience is a must.
Essential Responsibilities/Duties
Provide direction to Command Center Analyst. Assists Command Center Leads as needed. Mans the Command Center phone for client access.
Monitor intra-day call traffic and real time staffing to ensure service level goals are met, including abandon, utilization, and service level.
Responsible for managing all real time impacts to call volumes and staffing levels across the enterprise through the use of Workforce Management and ACD software.
Perform trend analysis to determine root- cause as well as trouble- shooting of issues related to telephony technology, weather, marketing initiatives, billing, etc.
Insuring escalation protocol compliance and troubleshooting to resolution all production affecting events.
Completing accurate and timely shift reports highlighting key metrics, key achievements, and areas of concern.
Teaming to implement new clients and programs within your shift to quickly identify opportunities and trends to make programs profitable.
Competencies
Previous call center experience in Resource Planning/Workforce Management 1 year desired.
Experience and understanding of call center dynamics, including staffing, queues, and performance measurements.
Experience in Multi- site call center management desired
Working knowledge of Customer Management Systems
Ability to analyze numerical data.
Excellent written and oral communication.
Schedule adherence required.
Troubleshooting experience.
Some experience with Excel desired.
Pragmatic approach to problem solving.
Quick thinking.
Results and solutions oriented.
Ability to handle high pressure situations.
Additional Requirements:
High Speed: DSL/Cable
Advanced knowledge of Excel Spreadsheets
Must have Excel
Must have Outlook
Excellent knowledge of Alpine Access? Scheduling and Adherence software
Must be willing to work required hours to cover the client and agents? needs
Attend required up-training for program-specific information as well as supervisory skills
Must have coach experience
SHIFT 1 (2 openings available)
Sunday - Thursday 3pm - close (12:30am)
SHIFT 2 (2 openings available)
Tuesday - Saturday 3pm - close (12:30am)
| Location: | 1120 Lincoln Street Suite 1400 Denver, CO 80203 United States |
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THIS JOB HAS EXPIRED
Alpine Access
All Jobs: at Alpine Access| Web Site: | www.alpineaccess.com |
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| Headquarters: | 1120 Lincoln Street Suite 1400 Denver, CO 80203 United States |
| Industry: | Business Products and Services |
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