Call Center Operations Analyst I

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

• This is a RTA position, Job responsibility include managing and monitoring the day to day activities related to volumes, staffing levels, productivity, attrition, forecasting, scheduling, resource allocation etc.
• Having experience with RTA function in a busy Call Center environment is a must as well as being extremely familiar with processes and technological tools necessary to effectively direct call flow and Call Center staff.
• Attend weekly and daily staffing review meetings with management with complete detail on real time performance. Detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks, Fill overtime and under time availability.
• Approve/ deny discretionary activities to increase occupancy, Increase staffing levels or modify call routing to increase service levels.
• Communicate identified risks to management and other teams, Perform other duties and assignments as directed, Excellent verbal and written communication skills, Strong interpersonal and relationship management skills
• Ability to work productively in a fast-paced Call Center environment
• Ability to communicate effectively with associates and all levels of management multi-task and detail-oriented with ability to work with little supervision.
• Ability to work within deadlines and strict timeframes, strong analytical and problem-solving skills, excellent time management skills, excellent verbal and written communication skills, Strong interpersonal and relationship management skills.
• Ability to work productively in a fast-paced Call Center environment, multi-task and detail-oriented with ability to work with little supervision.
• Ability to work within deadlines and strict timeframes, strong analytical and problem-solving skills, excellent time management skills

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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