Misco Jobs

Manager - Call Center/IEX/Analyze Data 28-38 K/yr

Posted: 17 Sep 2009
Apply Deadline: 15 Dec 2009
Location: Longview, MX
Well established company looking for a Workforce Manager in Central Mexico.

Responsibilities:

-> Create, update and maintain databases to ensure inventory and ordering levels. This accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain business service levels
-> Analyze and determine best time to conduct off-line activities while maintaining service, and production levels
-> Generate and release associate schedules and participate in any creation and implementation of new scheduling strategies
-> Design schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non-phone work queues
-> Ensuring schedule adherence for call center agents through use of real-time monitoring tools and historical reports. This includes coordinating with supervisors and other call center staff to dynamically manage staffing on a day-to day basis
-> Assist in setting goals and performance standards to ensure profitability of the call center operations. This includes recommending monitoring, gathering and reporting actual hold talk times, average talk times, abandon call rates and productivity
-> Assists with audits and traces regarding agent performance or problems

Requirements:

-> 1 year experience with Workforce planning tool IEX Totalview
-> 1-2 years call center experience
-> Bachelors Degree or equivalent
-> 100% English & Spanish written and spoken
-> Generate daily, weekly and monthly statistics
-> Proven ability to analyze data
-> Ability to deliver results under pressure

Benefits:

-> Insurance
-> 401K, and more
Questions you will be asked:

• Briefly describe your experience with IEX Totalview and how many years.

• Describe your call center experience and how many years.

• Are you 100% English and Spanish Speaking and Written?

Related Words: iex totalview or (service levels, schedules, performance standards market analyst, trading analyst, real time analyst, transmission trader, risk analyst, ) or (, spanish, hispanic, latin america, south america, puerto rico, belize, brazil, universid, portugese, latin america, argentina, bolivia, chile, colombia, costa rica, cuba, dominican republic, ecuador, el salvador, equatorial guinea, guatemala, honduras, mexico, nicaragua, panama, paraguay, peru, spain, uruguay, venezuela, ) or (, call center, calling center, call volume, monitored call, call statistics, escalation, trouble ticket, )

Contact Information:

Please mention Misco Jobs when applying to this position.

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