Individual is responsible for managing and reporting real-time adherence for inbound agents; monitors real-time statistics from several systems to insure that both volume data and agent availability data indicate that client measures will be met. If negotiated thresholds are exceeded; this position is the catalyst for contingency plans to ensure that service metrics are maintained.

Principal Duties and Responsibilities:

• Provides essential input to Operations staffing plans based on analysis of historical performance for key indicators (e.g. overhead, absence, handle time, etc.).
• Real-time management of operations floor
• Frequent communication with the client.
• The ability to make real-time adjustments to the production environment as requested by Operations Management or by the client.
• Recommend and make staffing adjustments real-time based on current volumes
• Monitors program/agent performance real-time on multiple systems to ensure performance is within program parameters.  
• Design and prepare reports to meet internal and client requirements.  
• Frequent interaction with Operations Management and Supervisors to insure performance/program metrics are met.

Education & Professional Certifications:

• Associate degree or equivalent with three or more years of related work experience in the call center industry.

Candidate Profile:

• Experience in IEX, CMS Programs and Software is a MUST
• Strong analytical, judgment and problem solving skills
• The ability to think strategically and achieve project goals and performance metrics
• Ability to work in a fast paced, high-pressure work environment
• Above average organizational and time management skills
• Proficiency with various software applications such as Microsoft Word and Excel.
• Strong written and verbal communications skills
• Detail oriented.
• Familiarity with forecasting and scheduling concepts an asset.

Key words: IEX , CSM , Customer management system , client relationship manager, client manager, client services manager, client relations manager, customer relations manager, customer relationship manager , IEX , CSM