Employer Industry: Business Process Outsourcing (BPO)

Why consider this job opportunity:
- Starting compensation based on experience, with various incentives and rewards
- Participate in contests that include cash bonuses and prizes
- Comprehensive health benefits available after 90 days of employment
- Significant opportunities for career advancement and internal promotions
- Engaging and collaborative work environment with a casual dress code
- Paid time off and training to enhance skills while earning a paycheck

What to Expect (Job Responsibilities):
- Monitor real-time call volumes to ensure service levels are met
- Adjust agent schedules based on call traffic and staffing needs
- Oversee call queues to ensure effective handling of customer interactions
- Analyze real-time data to identify trends and performance issues
- Prepare and distribute performance reports to management and stakeholders

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, report analysis, and workforce management within a call center
- Proficiency in workforce management tools such as IEX, Beeline, and CMS
- Strong understanding of data analysis and performance metrics
- Excellent analytical, problem-solving, and communication skills

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

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