Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Competitive compensation packages with performance-based incentives
- Opportunities for career advancement and internal promotions
- Comprehensive health benefits including medical, dental, and vision coverage
- Paid Time Off (PTO) and paid holidays to ensure work-life balance
- Engaging work environment that supports collaboration and teamwork
- Paid training to develop new skills while earning a paycheck

What to Expect (Job Responsibilities):
- Monitor real-time call volumes to ensure service levels are met
- Track agent availability and adjust schedules to manage call traffic efficiently
- Analyze real-time data to identify trends and performance issues
- Prepare and distribute real-time performance reports to management and stakeholders
- Collaborate with team leaders and management to address operational issues

What is Required (Qualifications):
- Associate’s or Bachelor's degree in Business, Statistics, or a related field
- 2-3 years of experience in real-time monitoring and workforce management within a call center environment
- Proficiency in workforce management tools such as IEX, Beeline, CMS, or Aspect
- Strong understanding of data analysis and performance metrics
- Excellent analytical and problem-solving skills

How to Stand Out (Preferred Qualifications):
- Experience in a call center or customer service environment
- Knowledge of forecasting, planning, and scheduling calls or work volumes
- Strong interpersonal skills to work collaboratively with team members
- Ability to adapt to changing environments and handle multiple tasks simultaneously
- Initiative to take ownership of tasks and work with minimal supervision

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