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IT Technical Support Representative

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The Real-Time Support Analyst will monitor and support all command center functions for the clients NA region by analyzing, monitoring, and reacts to real-time call volumes and staffing levels which will result in providing skill set optimization and avoidance of call queue development. In addition, this position will communicate issues resulting from their work to the management team. Also, they will work with the Telephony Intake Process analysts to troubleshoot routing issues and collaborate with the Workforce Team to uncover scheduling anomalies.

Primary Activities and Responsibilities:
Monitor critical business operations and performance indicators at an interval level in real-time, e.g., call volumes, average handle times, queue time, call center agent availability, and call center service level adherence.
Analyze call volume and trends to implement appropriate call strategy adjustments throughout the day.
Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy.
Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of concern.
Engage with contact centers and vendor contacts to understand reasons for performance impacts.
Take action to mitigate various impacts to performance metrics per documented processes.
Communicate to impacted businesses on actions taken and current status.
Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required.
Receive, review, and make decision for same day, unplanned, off-phone requests.
Pro-actively communicate and follow up with site operations to execute all planned and real-time activities.
Communicate effectively with the business about its needs with personnel at all levels.
Serve as a resource for answering questions about the daily operations of the call center.
Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers.
Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications.
Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events.
Maintain constant contact with any impacted contact centers throughout the duration of any crisis event to provide any needed assistance, and report any situational changes to the business.
Create, manage, and distribute normal daily and ad hoc reports to business.
Communicate performance trends and areas of concern to management, and help implement corrective action plans, as needed.
Monitor, track and respond to social media comments that negatively reflect on client’s service level, and customer service interaction across the organization on a real-time basis, including in-sourced and outsourced Contact Centers.
Monitor Ticketing Printer and ensure it is restocked and functioning properly during the weekends and after hours.


Required Knowledge and Experience: High School Degree or Equivalent required. College level education is strongly preferred. 2+ years’ experience in report analysis, strategic planning, and/or workforce management experience, preferably in a call center setting. Customer service experience in a call center, support environment, or call center command center. Understanding of the impact of staffing shortages to a contact center's ability to provide service to customers. A critical thinker with the ability to contribute to challenging assignments in a business-critical environment. A high sense of urgency, and the ability to multi-task and meet deadlines. Ability and willingness to work flexible hours to cover all times for support in a 24x7 environment, if needed. Extensive familiarity with software applications including MS Excel. Knowledge in use of Access, CMS, Aspect Suites, and Business Objects a plus. Strong verbal and written communication and comprehension skills. Ability to maintain confidentiality. Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.

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