- High School Diploma or GED
Position Summary :
Join us as a Quality Assurance Analyst, where you will lead all aspects of Customer Care Call Agent quality assurance. This includes the scheduling of hourly agent and switchboard Team Members, as well as providing strategic support to various areas of the department ranging from training to gift card gallery, while collecting knowledge documents and leading the web team.
About Us :
Experience Required: 1 to 3 years
Experience Desired: Call Center experience is a plus
Education Required: High school diploma or equivalent plus 18 months to 3 years of additional training
Travel Required: None
Create work schedules (with scheduled tasks, breaks and lunches) using Work Force Management software, based on call volume forecasts to meet service levels, business objectives within budgeted salary expense.
Assist Knowledge Specialists in the creation and improvement of knowledge documents related to customer care processes and procedures.
Assist with customer escalations while utilizing advanced training and systems access to determine the appropriate resolution.
Provide agents with support on customer inquiries.
Monitor Work Force Management agent view in real time to maximize off phone time and increase productivity.
Manage schedule and vacation requests in accordance with business needs
Create efficiencies to improve the scheduling process.
Update office vacation file and individual agent files as needed.
Identify, monitor, record and report any call drivers.
Monitor trends for future scheduling needs.
Analyze and create measurements for comparison of call volume to hours worked.
Modify schedules as needed to adjust for unforeseen changes (e.g. Call offs, disabilities, resignations and product recalls) while completing weekly payroll process accurately and timely.
Maintain supplemental documentation including attendance records.
Provide coaching and feedback to direct report (Gift Card Gallery Coordinator) while recommending process improvements as needed.
Oversee processes and procedure for Web Team.
Recommend process improvements while ensuring successful launches of new initiatives related to web (Curbside expansion, new GE.com site, etc.)
Assist call center trainer as a training tester while providing knowledge checks to ensure understanding and providing feedback to trainer.