Education and/or Experience:

• Bachelor’s degree in Administration, Management, Marketing, Telecommunication, or related field.
• Three years of experience in a Call Center environment. • Bilingual (Spanish and English).
  
  • Highly flexible nature, able to adapt to a fast-paced environment while maintaining an extremely high level of organization.
  • Customer Focus and service oriented.
  • Computer-literate, basic knowledge of Microsoft Office (Excel and Outlook).
  • Knowledge of record systems, standard office procedures, and business organization.
  • Broad knowledge of the System Upgrade and the inbound, outbound, and back-office processes.
  • Supervise and develop the day-to-day performance of Business System Upgrade staff, including phone monitoring and account monitoring for representatives to strive and maintain a high level of quality performance.
  • Analyze and supervise daily telephone activity to ensure performance and quality standards compliance.
  • Monitor inbound and outbound calls both silent and by seat along.
  • Measure call performance on the following crucial meaningful metrics (Key performance indicators); inbound calls, abandoned calls, service level, AHT, occupancy, maximum time waiting, call reasons, and call distribution.
  • Verify and approve employee payroll.
  
  
  
  Equal Opportunity Employer/Veterans/Disabled
  
  To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adeccousa.com/candidate-privacy
  
  The Company will consider qualified applicants with arrest and conviction records