Ii2 P Work Values

Daily Duties at Ii2 P:

• Managed daily activities and agent performance for a multi client call center of 185 agents providing 24x7 service and support to a global customer base. Increased agent productivity over 25% by streamlining internal processes and adherence to average handle time targets. • Manage daily activities and performance of a 28 agent call center team providing 24x7 support to a manufacturing client in an outsourced call center of 220 agents. Meeting and exceeding service level objectives including customer satisfaction targets through process and procedure continuity, agent training and team building exercises. • Lead discovery teams for multiple clients performing due diligence identifying opportunities for gained call center efficiencies. Supervising and analyzing daily activities of inbound call agents, outbound call agents, and agents performing non phone functions. • Manage Service Levels and agent performance including but not limited to Average Speed of Answer, Call Abandon rate, First Call Resolution, Average Handle Time, Agent Idle Times, After Call Wrap. • Responsible for delivery and management of overall call center and individual team improvement initiatives including metrics and reporting, productivity, performance, and process adherence. • Provide data analysis of call arrival patterns and forecasting for workforce management optimization. • Supervise knowledge base content creation, review and refresh processes. • Supervise Incident Management and Problem Management processes and output. • Responsible for the recruiting, leadership, skill set development and performance evaluation of team members.

What they like about Ii2 P:

Working for a company with an emphasis on social values and helping society is a clear and important priority for you - a critical factor in who you choose to work for. In contrast to other factors, you place an organization's reputation for fairness and concern for the community above most other aspects of the company. As you search for a new job opportunity, it is usually possible to find out if the company is involved in the community and/or if it is addressing problems and issues in society. Pay special attention to non-profit organizations and those specifically involved in social action. Moreover, speaking with current and former employees should enlighten you to perceptions of the fairness of the company's leaders and the treatment of employees.

Tags

Call Center, Customer Support, Customer Service, Manager, SLA, Customer Satisfaction, ITIL, Workforce Management, Austin, TX, Project Management, Service Level, Help Desk, Optimization, Process Improvement, Contact Center, Metrics, Reporting, KPI

Skills

Software Implementation, Requirements Analysis & Specification, Leadership , Service Level Management, Workforce Management, Problem Management

These are some of the questions we asked our climbers about their experiences with Ii2 P: