Customer Relations Admin

Description

Customer relations specialists are analysts who constantly examine and monitor a firm's practices with existing customers, helping ensure that retention levels are as high as possible. They also analyze data to find ways to attract new customers, as well as assist in the rollout of such measures.

Uses WFM tools to supports contact center workforce management performance (ex. daily staff requirements, schedule efficiency, and time off). Provides front-line contact center managers and employees guidance and direction for scheduling and time off processes. Monitors contact center trends to plan and maximize efficiency and ensure the contact center meets key performance metrics.

Performs work assignments and problem resolution to optimize contact center staffing and ensures successful implementation of contact center scheduling activities. Supports the analysis of workload demand patterns to efficiently schedule off-phone activities. Maintains business schedule processes and data to ensure effective alignment of schedules to business demand. Builds and maintains internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance. Maintains oversight and update authority to skill template management to ensure MSR skill sets align with MSR role / peer group supporting contact center strategy.

Skills

workforce management software, call center

Top Skills Details

workforce management software, call center

Additional Skills & Qualifications

BVA:

- Bilingual

- Bachelor's Degree

Experience Level

Entry Level