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Angajator: Mentor's Search
  • Customer support - Client service
  • Secretariat - Administrativ
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 27.10.2021
    Scurta descriere a companiei

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.


    Minimum of 18 months of Call Center Experience, preferably in a supervisor role
     Understanding key Call Center metrics and workforce planning approaches
     Analytical, Attention to detail, Extremely organized
     Problem Solver, resistant to pressure, fair and consistent
     Ability to make decisions based on business needs
     Ability to communicate with colleagues at all levels
     Flexibility and ability to work independently or as a part of a team
     MS Applications - Outlook, Word, Excel (minimum intermediate level)


    Develop and manage agent schedules for all Sparkware Support Teams in conjunction
    with Antigua & Gibraltar manpower in line with business needs and keeping agents’
    work/life balance in mind. Use of Kronos system in capacity of the administrator.
     Track and analyze all standard workforce management metrics
     Proactively alert Support Management to resource issues & offer business viable
     Review and handle all vacation/shift requests of MSRs
     Create and maintain profiles and user accounts for main contact channel clients and
    support back-office systems (Oracle, Genesys). Use Genesys in capacity of Administrator
    and manage all phone line agendas (schedules, recordings, skills, call flows)
     Use Genesys and Oracle Service cloud reporting suite to analyze contact volumes and
    SLA achievements;
     Keep up to date daily, monthly, and annual forecast files for all live contacts channels to
    predict forthcoming trends.
     Provide periodical and on-demand reports to Management along with recommendations
    for adjustment and actions
     Maintain and update the monthly Absence and Lateness report for the Support
    Department and meet monthly with HR to cross-reference records and highlight areas of
     Liaise with Senior Training Coordinator and schedule all support training as and when
    required, ensuring minimum impact on operational performance and SLA.
     Provide Supervisor cover as operationally required, which may occasionally include
    weekends & shifts.