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Posted: Monday, March 20, 2017 10:58 PM


Call Center Operations Coordinator : Workforce Planning:96240
Description
Every day, the people of TSYS(R) improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are People:Centered Payments, and our team has the unique opportunity to help create a world in which payments make peoples lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - TSYS may be the right place for you.
The Call Center Operations Coordinator will have two primary responsibilities: active management and optimization of call delivery to contact centers, and real:time and near:term contact center performance reporting. This position requires flexible weekly scheduling consisting of morning, midday, and evening shifts to including shifts on Saturdays and Sundays.
Responsibilities:
Monitor real:time performance needs, identify opportunities, report, and take action on areas for improvement
Compile and distribute daily reports
Maintain capacity planning models
Ensure accurate reporting and archival of all performance data
Ensure that appropriate documentation is completed and recorded in line with policy and procedures
Act as change agent by suggesting and helping to implement process improvements
Other responsibilities as assigned
Qualifications
Skills/Education/Experience:
One or more years of contact center operations experience
Strong analytical and problem solving skills
Strong Excel Skills, with knowledge of the MS Office suite
Working knowledge of relational databases, MS Access, and SQL
Ability to demonstrate leadership and teambuilding skills
Balance multiple planned and unplanned requests and consistently meet deadlines
Able to multi:task while working in a fast:paced environment with minimal supervision
Knowledge of queuing theory, call center metrics, and forecasting processes
Knowledge of contact services industry and best practices
Verbal and written communication skills to analyze, interpret and address customer needs
Provide an exceptional customer experience
Experience working with multiple groups toward a common goal
The successful candidate will be self:motivated, enthusiastic, creative, analytical problem solving individual contributor who is able to work with minimal supervision and possess excellent interpersonal and communication skills, as well as superior time management abilities
As provided in NetSpends Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws
Job: Office and Administrative Support
Primary Location: US:Texas:Austin
Organization: NetSpend Corporation
Schedule: Full:time
Job Posting: Dec 13, 2016, 10:00:38 AM
Unposting Date: Ongoing
Recruiter: LaVonne Sheets

Source: https://www.tiptopjob.com/jobs/64843053_job.asp?source=backpage


• Location: Austin

• Post ID: 17613197 austin
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