Command Center Specialist, Contact Center Ops

The Opportunity

The Command Center Specialist (CCS) is responsible for ensuring that the contact center resources are effectively utilized. The CCS is responsible for delivering targeted service level objectives while managing to key performance strategic goals. The responsibilities include monitoring real-time production and workforce adjustments as required by fluctuations in demand to ensure that service levels and other operational KPIs are met. The CCS ensures that the best possible contact center service levels are achieved.

What You'll Do

• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
• Watches staffing levels at each site to ensure planned coverage is met on the interval level.
• Adjusts numerous real-time metrics such as Service Levels, Timeouts, Accuracy, and Response Time against a matrix of defined thresholds.
• Adapts intraday forecast derived from understood business drivers to determine required staffing levels by projected call volumes, call durations, and required staffing levels using current trends and historical data.
• Manages skill-based call routing in real time to ensure optimal service levels are met.
  
  

What You'll Bring

• High School Diploma or equivalent.
• Up to three years call center experience.
• Strong written, verbal, and listening communication skills; ability to drive and effectively communicate change.
• Strong attention to detail and ability to multi-task.
• Knowledge of call center dynamics, including staffing, queues and KPI's.
• Capable of structured problem solving and root cause analysis.
• Strong technical and analytical skills.
• Critical thinking skills with a focus on innovation and efficiency.
• Proficiency in Microsoft Office with an emphasis on Excel.
• Demonstrated ability to operate with discretion and independent judgment. Ability to act with a sense of urgency to ensure both internal and external customers are served in a timely fashion.
  
  

Workplace & Compensation

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This role is available in India and will be hired into Amelia Global Services, a subsidiary of SoundHound AI.