What are the responsibilities and job description for the Call Center Workforce Management position at USA Vein Clinics, Vascular, Fibroid and Oncology Centers?
Primary Responsibilities:
- Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies
- Data Management: Source and mine data to support strategic continuous improvement initiatives
- Work Scheduling: Generate and distribute weekly work schedules for call center representatives
- Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance
- Attention to Detail: Ability to meticulously review and assess call quality, identifying areas for improvement
- Strong Communication Skills: Proficiency in articulating feedback clearly and professionally to call center agents
- Analytical Skills: Ability to analyze call data and performance metrics to identify trends and areas for improvement
- Knowledge of Call Center Operations: Understanding of call center workflows, metrics, and best practices
- Technical Proficiency: Familiarity with call recording and monitoring software, CRM systems, and other relevant tools
- Training and Coaching Skills: Experience in providing constructive feedback and training agents to improve performance
- Health
- Vision
- Dental
- 401k
- PTO
