Call Volume Control Coordinator
at Intellisource

Date Posted: 1/19/2020

Job Description

Job Summary:
Responsible for monitoring service levels and ensuring that utilization/profitability goals are met on a consistent basis. Works with moderate guidance in own area of knowledge. Is accountable for individual results and impact on team.

Employees at all levels are expected to:
• Understand our Operating Principles; make them the guidelines for how you do your job
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
• Win as a team - make big things happen by working together and being open to new ideas
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
• Drive results and growth
• Respect and promote inclusion and diversity
• Do what's right for each other, our customers, investors and our communities  

Core Responsibilities:
• Analyzes and integrates basic data to identify clear patterns or trends and draws reasonable, logical conclusions.
• Reviews current work processes and identifies innovative or creative ways to improve efficiency or effectiveness.
• Facilitates regular meetings with call center management. Trains and conducts orientations for new staff relative to department programs, processes, and procedures and facilitate training sessions for end users.
• Develops contingency plans for contact centers and determines the impact on service levels when staff are added or reduced.
• Reviews relationship between cost and service for contact centers.
• Develops routing solutions to achieve business goals and keeps centers and others informed of progress, issues, and/or problems that could impede goal achievement and suggests workable solutions.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.  

Job Specification:
• Bachelors Degree or Equivalent
• Generally requires 2-5 years related experience

Job Snapshot

  • Employee Type: Full-Time
  • Location: Centennial, CO
  • Job Type: Other
  • Experience: Up to 5 year(s)
  • Date Posted: 1/19/2020

About Us

Headquartered in Denver, CO, IntelliSource is a national business process outsourcing company offering operations and workforce management focusing on people, processes and tools in the areas of warehouse logistics, operations solutions and staffing resources.Our mission is to consistently and profitably meet or exceed the expectations of our customers, associates, employees and shareholders.

Defining ourselves as a true partner, IntelliSource enables both businesses and the thousands of people we employ to reach their full potential. We love what we do and thrive on the success of our partners – that is how we are different and we like to call it our SPARK.

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