Coord 2, Call Volume Control (Coordinator 2, Call Volume Control) Job in Voorhees, New Jersey US
Coord 2, Call Volume Control (Coordinator 2, Call Volume Control)
Tasks: - Analyzes and integrates basic data to identify clear patterns or trends and draws reasonable, logical conclusions. - Reviews current work processes and identifies innovative or creative ways to improve efficiency or effectiveness. - Facilitates regular meetings with call center management. Trains and conducts orientations for new staff relative to department programs, processes, and procedures and facilitate training sessions for end users. - Develops contingency plans for contact centers and determines the impact on service levels when staff are added or reduced. - Reviews relationship between cost and service for contact centers. - Develops routing solutions to achieve business goals and keeps centers and others informed of progress, issues, and/or problems that could impede goal achievement and suggests workable solutions. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. - Other duties and responsibilities as assigned. Requirements Requirements: - Bachelors Degree or Equivalent - - - Generally requires 2-5 years related experience Additional Requirements ? High School diploma or GED required ? Strong analytical skills and forecasting experience ? Must be able to analyze real-time results and react quickly to changing business needs ? Experience with call center technologies (preferably CISCO phones) ? Excellent verbal and written communication skills required to communicate across functional and management levels ? Excellent customer service skills ? Strong proficiency with Microsoft Office Word and Excel; Sharepoint knowledge is a plus ? Ability to work in a fast paced environment ? Strong attention to detail Comcast is an equal opportunity/affirmative action/drug free workplace employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, qualified disability or veteran status, ancestry, marital status, affectional or sexual orientation, sex or any other legally protected category.