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Workforce Management Specialist - Call Center
Lee's Summit, Missouri

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CATEGORY:Other

DESCRIPTION:

Spencer Reed Group is reviewing resumes for Workforce Management Specialists. We are searching for someone who is passionate about supporting and improving teams as well as helping build a team in a brand new call center in Lee's Summit. This position is Full-Time, Direct Hire from day one and is an immediate need!

Our client is a global company that leads in logistics and solutions support, and has opened a new call center and is building a new presence in the area. This call center specializes in road side assistance and is dedicated to supporting people in a time of need. The ideal candidate has recent experience in workforce management in a call center and excels in call allocation in a fast and team dependent atmosphere.

Position Summary:

  • Responsible for regular daily call queue management and making real time recommendations to Leadership in order to meet Service Level Agreements.
  • Creates and maintains Customer Service reports for leadership.
  • Communicates between management and call center staff and maintains action plans for real time queue management.
  • Monitors ACD queue statistics and call volume and deploying staff as needed.
  • Forecasts workforce trends and forecasts call volumes and trends and generates analysis and reports.

Requirements / Qualifications:

  • Minimum one year in call center workforce management /call queue management / call allocation.
  • Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, Windows operating systems.
  • High School Diploma/GED required.
  • Detail oriented and accurate.
  • Experience customizing Cisco and CMS reporting.

Starting Compensation / Benefits:

  • Full benefits package.
  • Competitive bonus structure.
  • $16-$18 hourly rate (based on background and experience).

If interested please contact Wesley, Direct Hire Consultant, that is actively recruiting this role. Send an updated resume to Wesley.Clauson@spencerreedgroup.com in Microsoft Word Format, as well as calling 913-327-2825. This position is an immediate need.

 

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Job Contact:

Wesley Clauson
wesley.clauson@spencerreedgroup.com
(913) 663-4400
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