Performance Optimization Specialist
7 days ago
About This Role
This position involves leading in real-time to optimize service level and utilization delivery. You will work closely with the operations management team to identify areas for improvement and implement corrective actions.
Key Tasks- Monitoring service level performance at interval levels against planned AHT, Auxiliary, and Shrinkage.
- Making real-time calls on performance and staffing levels to floor supervisors for action on non-adhering Consultants.
- Coordinating offline activities.
- Preparing End-of-Day performance analysis reports.
- Following up to ensure corrections are made to non-adherence to improve productivity performance.
- Partnering with Ops MOD and keeping them informed through callouts on Consultant-level deviations and KPIs.
- Demonstrating leadership skills to lead in making improvements and resolving issues.
To be successful in this role, you will need:
- At least three years of experience in a Call Center environment.
- Broad understanding of call center KPIs: AHT, Service Level.
- Good communication and leadership skills.
- Familiarity with Call Center applications such as CMS Avaya Supervisor/eWFM/IEX is beneficial but not required.
- A High School Diploma/GED (±11 years).
- Flexibility to work in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as necessary.
- Demonstrated leadership skills to take the lead in making improvements and resolving issues.
- Ability to work collaboratively as part of a team.
- Effective time management to handle multiple tasks and initiatives.
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