Call Center Operations – Optimization Specialist

Description

Position: Call Center Optimization Specialist

About Us: Premier Disability Services, LLC® is a full-service Social Security Disability advocacy firm. We assist individuals in successfully obtaining their Social Security Disability benefits.

About the Role

Call Center Optimization Specialist is responsible for real time monitoring of the call center agent adherence to schedules and call queues to ensure service levels are met and agents are adhering to their schedules.

Responsibilities:

• Oversee intraday management of real time workload requirements
• Track agent availability, call volume, and other metrics throughout the day
• Manage real-time response to events and incidents, and escalating to appropriate teams when needed
• Utilize workforce management software and reporting tools to analyze performance data
• Make real-time staffing adjustments based on call trends and operational needs
• Monitor real-time adherence to schedules for team members and provide feedback to leaders in real-time
• Monitor and manage attendance communications received from team members
• Provide intraday updates to leaders
• Assist in monitoring and handling of WFM emails and chats
• Assist in scheduling various agent activities while ensuring overall shift coverage as needed
• Assist in creation and updating of WFM documentation as needed
• Assist with basic reporting needs daily, weekly, and monthly as necessary
• Assist with administration of any WFM software
• Assist with other projects or duties as requested or assigned
• Complies with all policies and standards

Qualifications:

• Moderate experience with Google Workspace preferred
• Basic knowledge of Microsoft Excel
• Attention to detail
• Ability to multi-task and manage time appropriately
• Organized with the ability to quickly and effectively adapt to change
• Previous call center experience required

About Internet Brands:

Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company’s award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands’ powerful, proprietary operating platform provides the flexibility and scalability to fuel the company’s continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.

Internet Brands and its wholly-owned affiliates are an equal-opportunity employer.

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