Supports the daily operations of the local Command Center by ensuring adequate agent coverage to meet established service level goals
Partners closely with supervisors and agents across multiple call centers to create, assign, and adjust schedules
Proactively monitors staffing needs and makes timely schedule adjustments to optimize workforce efficiency
Receives call outs and recommends adjustment to schedules as necessary
Recommends paid time off (PTO), voluntary time off (VTO) and overtime based on real-time call volumes
Monitors call arrival and duration patterns
Coordinates resource coverage for event durations exceeding 90 minutes
Sets up and maintains agent profiles and hierarchy assignments
Prepares basic call center metric and productivity reports

Requirements

High school diploma or equivalent required
1-2 years experience analyzing business metrics or financials
1-2 years experience working in a team environment
1 year experience working with call center reporting and metrics required
Ability to operate effectively in a team environment
Good oral and written communication skills and interpersonal skills
Ability to work effectively in stressful work conditions
Strong analytical skills
Proficiency in Microsoft Office Applications including Word, Excel, SharePoint and other relevant software
Microsoft Access Experience, Genysis, Workspace, and SQL

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

call center reportingbusiness metrics analysisfinancial analysisanalytical skillsMicrosoft OfficeMicrosoft AccessSQL

Soft Skills

communication skillsinterpersonal skillsteamworkstress management

Certifications

high school diploma