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:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

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: