Top 9 senior customer service representative Jobs in pennsylvania, quakertown

Sr Workforce Mgmt Scheduler
PPL Electric Utilities Corp. —Allentown, PA
- Part-time
- 5 years
- Computer literacy
- Mid-level
13d
Senior Call Center Representative
Lehigh Valley Health Network —Allentown, PA
- Full-time
- Mid-level
- High school diploma or GED
- Mentoring
Senior Associate, Implementations
Vestwell —King of Prussia, PA
- $70,000 - $80,000 a year
- Hybrid work
- Google Workspace
- Mid-level
- Office
- Health insurance
- 401(k)
Quick Apply
Senior Insurance Customer Service Agent [In-Person]
Kelly Agency —Pottstown, PA
- $40,000 - $75,000 a year
- Full-time
- Hybrid work
- English
- Office
- 3 years
- Health insurance
- Dental insurance
Quick Apply
Senior Director, Client Support
Aegis Software —Horsham, PA
- Full-time
- Office
- 8 years
- Bachelor's degree
- Health insurance
- Dental insurance
Senior Customer Service Representative, Floating
First Northern Bank & Trust Co —Coplay, PA
- Full-time
- Background check
- Mid-level
- Office
- Paid training
- Health insurance
Quick Apply
6d

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Senior Account Manager - Auto Part Aftermarket
KERRIDGE COMMERCIAL SYSTEMS CORP —Blue Bell, PA
Knowledge of automotive aftermarket distribution networks, OEM/aftermarket parts, and repair/service shop operations.
Quick Apply
Senior Director Customer Success
Enersys —Reading, PA
This role ensures that customer commitments are delivered reliably and consistently once commercial agreements are in place, coordinating technical support,…

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Senior Account Manager, Client Services
Optum —Columbus, OH
Bachelor's Degree in Business Administration, Marketing, Healthcare Administration or a related field required OR 5+ years of experience in a related medical…
$72,800 - $130,000 a year
12d
Client Solution Specialist Sr
PNC Financial Services Group —Columbus, OH
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
$41,250 - $68,750 a year
14d

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Sr Workforce Mgmt Scheduler

PPL Electric Utilities Corp. -
Allentown, PA

Apply Now

Job Details

Part-time | Full-time
13 days ago

Qualifications

Computer operation
Computer literacy
Spreadsheets
Telephone systems
Productivity software
Data analysis software

Full Job Description

Company Summary Statement : PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing. Overview:

The Sr. Workforce Mgmt Scheduler is responsible for real-time and intraday management of contact center resources. Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority. This position will also provide daily and monthly analyses of call statistics and assist in making recommendations for improvements.

Responsibilities:

Runs and analyzes daily and weekly contact center performance reports.
Ensures that all reports originating from the department are accurate and reliable.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Maintain accurate records of PTO requests including but not limited to daily attendance and tardiness.
Attend weekly forecast meetings to review past week’s performance and make necessary adjustments to improve future performance.
Optimize daily scheduling of off-phone activities to achieve service level and back office performance goals.
Work with vendor support specialist to maximize operational effectiveness of outsourced operations.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Communicate effectively and professionally and build strong relationships with internal customers.
Provide analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
Performs other duties as assigned
Complies with all policies and standards

Qualifications:

1. Associate’s degree or an equivalent combination of education and experience
2. 5+ years experience using WFM software such as Calabrio, eWFM, Genesys or relevant years of Customer Service experience

3. Computer literacy in Microsoft Office: Excel, Word, PowerPoint
4. Strong organizational and interpersonal skills
5. High energy level, enthusiastic, and eager to do what is necessary to be successful
6. Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
7. to work independently with minimal supervision
8. Works well in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including off hour duties for escalations
9. 3+ years using WFM software such as Calabrio, eWFM, Genesys or relevant years of Customer Service experience
10 Strong interpersonal skills in order to manage multiple priorities and partner with supervisors and leaders to optimize performance
11. Knowledge in Automatic Call Distribution (ACD) technology

Preferred Qualifications:
1. Bachelor’s Degree
2. Advanced Microsoft Excel skill
3. Report development and ability to present the information for sound business decision making

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Refine Your Search

senior customer service representative jobs in pennsylvania, quakertown

Sr Workforce Mgmt Scheduler

Senior Call Center Representative

Senior Associate, Implementations

Senior Insurance Customer Service Agent [In-Person]

Senior Director, Client Support

Senior Customer Service Representative, Floating

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