Support Operations
at Pyramid Consulting, Inc

Date Posted: 4/28/2019

Job Description

Immediate need for a talented Support Operations with experience in the IT Industry.
This is a 12+ Months contract opportunity with long-term potential and is located in Tuscon, AZ. Please review the job description below.
 
Job ID: 18-17080

Key Responsibilities:
  • Monitor/manage real-time and intra-day customer contact queue performance (Contacts Offered/Handled, Average Handle Time, Average Speed of Answer, etc.) and agent performance (Occupancy, Shrinkage, Schedule Adherence) in a fast-paced, 5a-9p 7-days a week, global contact center environment
  • Assist in identifying issues that negatively impact customer/agent experiences, take corrective action, and work closely with partner teams to resolve
  • Perform as part of a team to update/manage agent staffing, contact center channels, queue performance, and other contact center operational actions
  • Work closely with Operations leadership and contact centers worldwide to drive business results
  • Capable, depending on business need, of working mornings, evenings, nights, and weekends
Key Requirements and Technology Experience:
  • 3+ years' contact center operations/workforce management experience
  • Strong, demonstrated, MS Excel experience (formulas, pivot tables/reporting, macros)
  • Excellent attention to detail
  • Strong analytical skillset
  • Solid, professional team player
  • Ability to think and act in a fast-paced environment, with a bias for action
  • Professional oral, written, and presentation communication skills
  • Working knowledge of contact center workforce management systems (Aspect eWFM, Nice IEX, etc.) a plus
  • Working knowledge of contact center queue management systems (Avaya, Interactive Intelligence, etc.) a plus
  • Industry knowledge and experience managing to contact center KPI's (AHT, ABN, ASA, etc.) a plus.
Our client is a leading IT Industry  and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Job Snapshot

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