Operations Assistant

Job Summary

Monitoring real-time queue performance and agent adherence, the full-time Operations Assistant will provide exceptional service to internal customers while working remotely from Thursday to Monday, 3pm-11pm EST.

Key responsibilities

• Monitor staffing and call volume fluctuations to maintain service levels and ASA
• Lead daily meetings with Supervisors to discuss performance and prepare relevant data
• Update schedules promptly to reflect real-time changes and support innovative labor management practices

Required qualifications

• High school diploma/GED or above
• Associate degree or 2+ years of experience in a Contact Center
• Strong knowledge of Microsoft applications, including Outlook and Excel
• Experience with workforce management tools
• Ability to balance multiple priorities with minimal direction