Customer Service Representative - Full-time

POSITION SUMMARY:

Ensure / coordinate appropriate staffing in real-time based on call volume by utilizing all available department tools and troubleshooting and resolving L1 IT issues to meet maximum efficiency and service level for each center 

PRIMARY FUNCTIONS:

• Provide first line of support to Work From Home agents for minor technology issues
• Process and analyze attendance, KPI's, and associate schedule adherences via eWFM to ensure call coverage
• Coordinates real-time and forecasts of workloads for all centers
• Schedule associate time off the phones for training, meeting and other business purposes
• Make forecasted and real-time staffing decisions, i.e. VTO, OT, Time Off, and project time
• Monitor staffing adherence for multiple centers
• Monitor Service Now ticket queue for multiple centers
• Open Service Now tickets and Troubleshoot L1 IT issues to resolution
• Open Service Now tickets and assign for L2/L3 IT issues. 

MINIMUM QUALIFICATIONS:

• High School Diploma or GED
• 6 months basic computer troubleshooting experience
• Ability to read computer instruction manuals and comprehend directions therein in order to troubleshoot and remedy minor computer equipment malfunctions.
• Interpersonal skills necessary to train others in computer systems.
• 1-2 years Call Center experience
• Ability to multi-task and make decisions in fast-paced environment
• Excellent verbal & written communication skills
• Work well independently, take initiative, and flexible 

PREFERRED QUALIFICATIONS:

• Previous work force management experience preferred