***We want call center and financial services experience. We will look at any candidates with any type of that experience. The skills below are preferred but not required.
Hours: 40 per week, candidates must be flexible with start and end time.
Must be flexible to work any shift 6:00 am- 7:00pm including SATURDAYS. Saturdays are spread out so you are not working every Saturday, rotate by month do 1 month not the next
This position is responsible for meeting staffing requirements, tracking statistics and call monitoring.
Manage schedule development to meet staffing requirements.
Administer vacation and overtime processes to meet staffing needs and benefit requirements.
Monitor and analyze call volume distribution to ensure efficient accessibility and service levels.
Track and analyze daily key performance indicators for call handling.
Responsible for managing attendance through call out line and real-time adherence monitoring.
Responsible for balancing multiple call queues and multiple skill based routing.
Provide input to improve customer satisfaction and call center efficiency.
Perform other duties as assigned. Required Skills
Must have proficiency with Microsoft Applications such as Word, Excel, and PowerPoint.
Must be able to multi-task and work in a fast paced position.
Must possess strong analytical, problem-solving, communication and interpersonal skills. Self-motivated, effectively works with others, completes tasks/activities within work group to meet commitments while producing quality and timely deliverables.
Must have excellent attendance record. Desired Skills
Intermediate to Advanced MS Excel experience including pivot tables and v-lookups if you have an assessment for Excel, please have them complete one. Experience with contact center workforce management software (Ex. Aspect eWFM, IEX, Adapt Optimizer)
Schedule: 40 hours per week including Saturdays; must be flexible with start and end times (shift will fall within the hours of 6am and 6pm)
Must be able to pass a Criminal Background check and Credit Check
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SearchPros is a full service provider of human capital and workforce solutions management with a commitment to client service that is unsurpassed in the industry. The SearchPros team is a proud recipient of the highest rating from Dun and Bradstreet, scoring in the top 2% nationwide for past performance against all others in the same industry for Reliability, Cost, Order Accuracy, Delivery/Timeliness, Quality, Business Relations, Personnel, Customer Support and Responsiveness within our NAICS codes.
SearchPros innovative approach is to help their clients build unique and dedicated teams through open communications and a fanatical approach to documentation. For our clients looking to shift complete administration and management of staff augmentation services while retaining control, SearchPros provides a comprehensive range of human capital management services, including:
Managed Service Program(MSP)
Vendor on Premise (VOP)
Managed Workforce Solutions for various programs including IDIQ initiatives
Staff Augmentation for all labor categories
Firm Fixed Price, Cost Plus Fixed Price, Time and Material, Cost Plus Award Fee Program Management and Support Services