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Posted: Monday, March 6, 2017 2:52 PM

Responsibilities

As a Call Center Worforce Performance Manager, this postion will be responsible for:

  • Monitoring the performance and compliance of established resource management process and procedures for the Consumer, Business, Multilingual, Technical and Chat support outsource centers. A critical function of the position is to ensure the most efficient use of outsource staffing resources to meet customer demand for each 15-30 minute interval in an effort to ensure objective answer time results are achieved across all intervals 7 days a week daytime and evenings.

  • Ensure productivity, scheduling and budget objectives are met. To analyze and review current practices and results for trends, and opportunities for improvement and must assist with quick execution of executive communication regarding action plans to correct declining trends of call center performance and/or national events that impact call workload. Accountable for leveraging technology to deliver technical solutions to make existing processes more efficient as it relates to reengineering processes and controls based on risk.

  • Conducting analysis, managing metrics as it relates to developing and producing daily, weekly, monthly reports/graphs to assess current trends to drive the day to day business decisions. Directly accountable for authorizing the Business Partner centers to initiate force adjustments within their individual offices in an effort to achieve optimum force utilization.

Qualifications

Must have:

  • Bachelors degree preferred and must have Call Center School Certification and/ or formal education in Call Center Management.
  • At least 5+ years of workforce management experience.
  • Must be flexible and willing to work flexible shifts, including evenings, weekends, holidays based on the needs of the business.
  • Must be able to work Sunday thru Thursday

Not to boast, but a little bit about us

Verizon powers America’s fastest and most reliable network. We’re also leading the way in cloud and security solutions, Internet of Things and video entertainment. Technology moves fast and so do we. We believe that bringing great ideas and customer experiences to life should be recognized and rewarded. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity employer/disability/vet

Click here for more info: http://www.verizon.com/about/work/jobs/6187099-workforce-performance-manager


• Location: North DFW

• Post ID: 48567779 northdfw
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