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JOB SUMMARY: 

Provide remote support to the Global Support Center in order to assure accurate, timely and comprehensive deliverables.  Serve as critical communication link between the Global Support Center and site management.

RESPONSIBILITIES:

  1. Assist Global Support Center Traffic Desk with real-time management.
  2. Provide support for shift bids, shift reassignments, vacation bids, voluntary time-off and personal time-off as well as daily reschedule processes.
  3. Provide administrative support for daily, weekly and monthly reports to management.
  4. Liaison with other management to assist the Global Support Center.
  5. To support and access on-site tools to assist with statistical analysis focused on quality and performance standards.
  6. Provide support to Global Support Center to provide accurate staffing projections on current and future business.
  7. Assist with schedule exception entry as needed.
  8. Manually adjust breaks and lunches in order to maximize coverage as needed.
  9. Other duties as assigned.

EDUCATION:

 Bachelors Degree preferred and/or related experience.

 EXPERIENCE / SKILLS REQUIRED:

  • Solid understandings of call centers.
  • Workforce management tools (TCS and/or IEX preferred).
  • Strong communication skills in varied environments.
  • Ability to manage conflict.
  • Strong Excel Skills
  • Own a computer and internet access
  • Ability to Work from home
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