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Title

Call Center Work Force Specialist 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Inspiration Lives Here with Inspiro in Coeur d'Alene! – We are looking to add a Work Force Specialist to our team!
inspiro is a pioneering leader in customer relationship management outsourcing. We deliver the full customer engagement lifecycle from acquisition, to retention and on to enhancement. We have over 10,000 diversified industries including media, telecommunications, travel and hospitality, financial services and e-commerce. inspiro and DISH have come together to provide award-winning service to millions of customers throughout the nation at our CDA site.
Welcome to inspiro. The future of BPO.
As a Call Center WF Specialist, you will be responsible for analyzing real-time call volume patters and various agent phone statistics to ensure established service level goals are attained and exceeded.
Responsibilities:
- Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying opportunities to improve staff utilization and KPI's (cost per call, cost per member, service level, occupancy, etc.)
- Coordinate with site leadership providing production recommendations necessary to meet KPI's
- Provide accurate forecast call volumes, analyze historical call volume, project budgetary expenses, determine future costing and assist with training and new hire numbers
- Develop labor schedules, vacation usage requirements and overtime requirements to meet contact volumes and service levels. Coordinates the reduction or increase of overtime for staff needed to meet SLA's and inbound goals
- Utilize specialized software tools to manage and forecast staffing levels for site
- Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
- Monitor and provide coaching for intraday queue management, agent activity levels and workforce schedule adherence issues affecting day-to-day operations

 
Position Requirements

Requirements:

  • Minimum 1 year experience in Workforce role, preferably in call center capacity
  • High school diploma or general education degree (GED), Associates degree preferred
  • Proficient in Math and Statistical analytics
  • Advanced Excel skills required (ability to write formulas, link files, conditional formatting, lookups, pivot tables, etc.)
  • Above average PowerPoint skills required (ability to create an executive level presentation in PowerPoint)
  • Ability to understand, interpret and explain complex data and production metrics in the simplest of terms to any audience
  • Ability to interact with different departments at various levels with a consistent, self-assured, pleasant manner, making strategic business recommendations backed up by analytics and facts
  • Ability to self-start, multitask and manage competing priorities
 
Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Location Inspiro CDA  
About the Organization A global CX outsourcing leader, Inspiro empowers smart, secure, seamless, scalable, and satisfying customer experience (CX) across a network of 58,000 BPO and customer champions in 100 strategic locations. With delivery operations in North and Latin America, Australia, and the Asia Pacific, Inspiro supports every stage of the customer lifecycle through next-generation CX solutions integrating strategy, people, innovation, and analytics.
For over 20 years, we have served the CX requirements of the most demanding, fast-growing industries, including telecoms, retail and e-commerce, travel and hospitality, banking, fintech, media, mobility, healthcare, energy, and utilities.
Inspiro is owned by Altius Link, Inc., a synergistic partnership between KDDI Corporation and Mitsui & Co., Ltd. This new company combines KDDI Evolva and Relia's expertise in contact centers, back-office operations, and information technology to create Japan's largest contact center by sales value. Altius Link aims to become a leading digital BPO and trusted partner to companies globally.
 

This position is currently not accepting applications.

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