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