Center Resource Coordinator

Where

San Antonio, TX

What you'll be doing

The center resource coordinator is responsible for monitoring service levels, average speed of answer and staffing levels for all lines of business with the call center to ensure a positive customer experience. This position also coordinates scheduling of employee vacation and personal days, meetings, coaching and other off phone activities in accordance with staffing and service levels, and works with multiple systems. Monitor service level using workforce tools. Address agent adherence to schedule using real time adherence tracking tools and systems. Schedule agent off phone activities, including vacation and personal days, meetings, coaching, etc. Communicate with national scheduling team (e.g. global operations, service contracts scheduling) as appropriate. Perform data entry into designated systems. May produce, print and distribute reports. May customize reports to isolate data for analysis by managers.

What your background should be

Required 1+ years data entry and computer systems experience and 1+ years experience in a call center environment strongly preferred. Proficiency with operating systems required, experience with MSOffice tools preferred. Highly skilled accuracy attention to detail, ability to data enter accurately and create reports. Demonstrated data analysis and problem solving skills. Must be able to speak, read, write and comprehend English. complete internal documentation; present information and communicate with others. Two way communication skills, with the ability to understand and help others work through complex problems involving role related systems and processes. Initiative and sense of urgency. Strong interpersonal skills. Ability to maintain regular, predictable attendance as defined by the attendance policy and must be flexible to work occasional overtime. Ability to meet performance standards as defined by departmental policy. Ability to deal with high volume, intensive, fast paced environment and communicate ideas and concepts effectively. Ability to multi task and work well under pressure or work independently with little supervision.

Required Schooling / Training

High School Diploma or GED

Who is the client company

This is a multinational holding and large retailer company contains; chain of American department stores.

If you are interested in this position, send your resume to apply@kochdavis.com