ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
· Provides statistical data to Call Center Operations & Call Center Management Personnel
· Administers and prepares daily reports; which monitor product interest sales, and inbound and outbound call activity.
· Coordinates collection and preparation of: terminations, new hires, and transfers, organizing and maintaining filing systems for call center sales professionals
· Act as an administrative liaison with internal sources: providing training and reporting solutions for call center managers, and Supervisory staff.
· All employees are expected to perform any reasonable work requested that falls within the qualification but not specifically described.
· Examines and audits data for discrepancies, corrects errors, and reconciles data to insure accuracy at various stages of data processing.
· Maintains lists and controls necessary to process data.
· Helps implement further enhancements to the software package.
SKILLS:
- Experience in evaluating and providing solutions to complex business issues and opportunities.
- Excellent verbal and written communication skills is a must in order to translate business needs to other teams in IT.
- Ability to work independently as well as part of a team.
- Ability to multi-task, perform under pressure and meet tight deadlines.
- Strong project management skills.
- Call center processes and industry technology experience preferred.
- Ability to identify problems, suggest viable solutions and make decisions within scope of responsibility.
- Ability to handle a high volume of work while maintaining accuracy and attention to detail.
SOFTWARE EXPERIENCE
- Microsoft Office – expertise in Excel
- Crystal Reports – 9.x or newer
- Crystal Xcelcius
SUPERVISORY RESPONSIBILITIES
None
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High degree of proficiency and accuracy is necessary for this position. An extensive knowledge of reporting systems, creative problem solving, analysis and attention to detail are necessary to successfully manage the volume of data which is reported upon and disseminated by the department.
EDUCATION and/or EXPERIENCE
A high school diploma or equivalent is required, Bachelor’s degree preferred (or equivalent experience) and the person filling this position must be at least 18 years of age. Previous experience with multiple reporting tools (Crystal Reports, Cognos, etc) and advanced Microsoft Excel experience is recommended.
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.
Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflow and procedures.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Demonstrates group presentation skills; Participates in meetings.
Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well.
Written Communication - Edits work for spelling and grammar; Presents numerical data effectively.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives.
Ethics - Treats people with respect and consideration regardless of their status or position; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Approaches others in a tactful manner; Upholds organizational values; Accepts responsibility for own actions; Follows through on commitments.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Attendance/Dependability - Is consistently at work and on time before that start of each shift including breaks and meal periods, which are arranged with your immediate supervisor to best fit your daily schedule; Completes tasks on time or notifies appropriate person with an alternate plan.
LANGUAGE SKILLS
Ability to read and interpret documents such as spreadsheets, productivity reports, and schedules. Ability to enter logical data into documents such as those described above. Ability to understand verbal and written instruction as given by authorized personnel as well as provides verbal and written feedback as needed.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage and to interpret graphs, charts, and spreadsheets is recommended.
REASONING ABILITY
Ability to solve practical problems and to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
This position involves being in an inside office and/or cubicle stationed at a desk with a computer terminal within a call center. There is moderate background noise made by representative’s voices, ringing of phones, and usage of business machines. The only smoking area is outside.
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