Contact Center - Traffic Team Associate

Contact Center-Traffic Team Associate
We are seeking a dynamic, hard-working professional with a strong focus on customer service and a desire to work for a fast-paced, entrepreneurial organization. Successful candidates will have exceptional analytical skills and a "roll-up your sleeves" attitude. The Traffic Team Associate will analyze and manage real-time staffing levels and adherence to maintain appropriate phone and email coverage.
MAJOR ACCOUNTABLITIES/ESSENTIAL DUTIES RESPONSIBILITIES:
• Real-time adherence monitoring (ensuring that agents are adhering to their scheduled work and break schedules
• Managing queues to make sure enough agents are handling call and email volume
• Providing break schedules to agents on a daily basis · Follow up with Agents in regards to real-time schedule adherence
• Notifying coaches of break/schedule violations
• Assisting agents with issues such as computer problems, adjusting break schedules, etc.
• Managing Callback Volume (which includes giving them to agents and working on them as well)
• Completing reports as needed (Daily Report, etc.)
• Keep a daily log with hourly call volume and abandon rate results including a brief description of any extenuating circumstances
• Providing daily updates
REQUIREMENTS:
• Demonstrates good attendance
• Ability to motivate and cultivate the respect of others
• Great attention to details skills
• Strong communication skills, written and verbal
• Uncompromising integrity
• Ability to interact with a wide variety of individuals, (internal and external), positively and effectively
• Must be able to work alternating Saturdays and overtime during peak volume periods
• Own and use a cell phone, ideally with cell service, to access a multi-factor authentication app (ex. Duo or MS MFA) which confirms identity for our IT network