Job Descriptions

• Support agents with difficult calls. • Take calls as well as directs calls to agents who can handle them most efficiently. • Provide agents with the tools they need to process scheduling requests quickly and efficiently. • Monitor call volumes and adjust agent’s schedules to handle heavy call volumes. • Monitor agent activity and report variances to an administrator. • Provide coverage in agent scheduling gaps. • Maintain good working relations with various network departments to ensure the scheduling process flows smoothly. • Ensure data and call quality. • Monitor agent calls and provides feedback. • Foster a team environment. • Ensures team meets quality and network standards. • Ensure that orientation and training standards are continued. • Monitors call volumes and direct staff as needed. • Analyzes Contact Center reporting and reports any areas of concern to Administrator.

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