Lead Contact Center Improvement Representative

Job Summary

A company is looking for a Real Time Management (Lead Contact Center Process Improvement Representative).

Key Responsibilities

• Monitor call queues in real-time across multiple business lines
• Analyze call trends and adjust staffing as necessary
• Provide updates and reporting to call center management on performance and queue management

Required Qualifications

• Minimum of two years of call center experience
• Experience with call center tools such as Amazon, Verint, CMS, or IEX
• Ability to work flexible hours, including nights and weekends
• Intermediate expertise in Excel and PowerPoint