JOB POSTING INFORMATION
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JOB TITLE: Supervisor of Call Center Operations
SSONETCODE: 1500060
JOB CATEGORY: Computer and Information Technology
JOB AREA:
FUNCTION CODE: INF
INDUSTRY CODE: OTH
JOB STATUS: Full Time
COUNTRY: US
POSTAL CODE: 73112
REGION: OK
MUNICIPALITY: Oklahoma City
SALARY LEVEL: > $25,000

BENEFITS:

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JOB DESCRIPTION:
Responsible for providing call volume projections, average handle time, staffing requirements, and manpower schedules utilizing electronic workforce management software, real-time adherence software, and other applications. Responsible for scheduling the number of customer care employees needed on each shift based on call volume reporting and projections.

1. Provides forecasting, scheduling, call control traffic analysis and/or real-time management services to ensure adequate coverage for call volume for call center groups;
2. Promotes efficiency and improves the customer care department's productivity by managing ACD and IVR applications and related hardware and technologies, supporting and enhancing existing systems, analyzing, evaluating, and implementing new tools and technologies, and recommending solutions;
3. Supervise the development, implementation and efficiency of Call Center applications including advanced call center routing, by integrating all related software systems;
4. Proactively interfaces with Directors, Managers, Team Managers, and Supervisors on all pertinent business issues which could impact call volume or staffing;
5. Completes special projects as assigned using technology and knowledge of customer care operations;
6. Ensure that technical programs are properly implemented, updated and monitored; recommend operational improvements;
7. Improves the overall performance of the Customer Operations Department by supporting and enhancing existing systems, analyzing needs, evaluating options, recommending solutions, and maintaining and optimizing computer resources;
8. Communicate, document, and inspire employees' performance by monitoring, analyzing statistical reports, providing monthly performance profiles and rewarding performance;
9. Reviews agent productivity metrics to identify anomalies and trends, and proactively addresses relevant issues;
10. Instructs subordinates on how to create effective work and training schedules by using customer care specific software application for forecasting and trend analysis which projects staffing requirements necessary to meet service level goals.
11. Writes reports, creates charts, presentations and timelines in support of department or call center business operations.
12. Leads small team(s) of analysts on special projects or major operational studies

Influence/People Leadership - Primary input to hiring, performance, and rewards decisions for a group of service, production, or support employees, perhaps assisted by subordinate team leaders or senior individual contributor employees; Primary contribution is supervising other people (rather than applying knowledge); Supervises support, production, and/or lower level professional individual contributor employees directly or indirectly; Schedules work for optimum efficiency and productivity; Provides day-to-day work direction; Schedules and approves vacation and overtime; May be a project or process manager without direct reports responsible for influencing and coordinating with non-reporting resources

Supervision - Typically supervises non-exempt support and service employees

Span Of Control/Complexity - Activities are relatively homogenous; generally only one shift or area is supervised by incumbents at this level OR may lead smaller, less complex projects/ assignments
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QUALIFICATIONS:
Requirements/Skill Sets
1. College degree preferred
2. Minimum 2 years supervisory experience preferred
3. Minimum 2 years experience analyzing call center and/or related data for a 100+ seat call center required
4. Experience working with call center analytics highly desired
5. Knowledge & experience with ACD, IVR and/or Predictive Dialer technology required
6. Basic knowledge of SQL database architecture and data extraction preferred
7. Proven proficiency using multiple reporting platforms, i.e. OBIEE, Excel, Report Services
8. ICOMS database reporting experience preferred
9. Ability to manage multiple projects and deadlines
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START DATE: 12/02/2010
END DATE: 12/15/2010
APPLY TO EMAIL: R5356236809249@posttrak.arbita.net

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