Posted On: 11-10-2022
Position Title: Intraday Specialist
Job Location: Nottingham, MD
Contact: Kyle Hoff –

You will be monitoring daily operations in relation to forecasts and respond to deviations in call volume within the country Call Center, maximizing the efficiency and effectiveness of business outcomes.

  • Ensure objectives are prioritized correctly to maximize customer experience and meet call center goals
  • Evaluate volume forecast against actual demand and trends in order to determine if a re-forecast of resources is necessary and if further actions are required to support call volume
  • Constantly ensure that call demand and supply match and take measures to secure consistent performance for customer support
  • Monitor call queue times and abandon rates on all queues across channels and skills in order to optimize co-worker efficiency to customer-facing activities and reduce customer waiting time
  • Ensure the best customer experience across Sales and Resolutions teams by giving feedback to Call Center Leaders, coordinating short-term measures to support increasing call volume, determine needs for training, and providing analytical data to the teams.