Job Description

The Position

This position is the main resource for scheduling CSRs using the IEX software. 

Responsibilities 
 

• Determining staffing levels based on call volume and available resources. 
• Coordinate and adjust employee requests/needs with our business needs. 
• In addition, to be capable of providing support as needed for special projects and analysis of IEX data. 
• Maintain an accurate CSR schedule and conformance database using IEX Software. 
• Maintain database of employee schedules and phone adherence. 
• Document through IEX and special reporting all non-conformance issues. 
• Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis. 
• Provide administrative assistance to Manager as needed to address daily needs of department.
•  Provide administrative assistance to Manager as needed for special projects.
•  Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies. 
• Provide assistance as needed to Supervisors. 
• Provide back-up support as needed to CSRs.
•  Provide follow-up with department members as necessary.
•  Assist with floor training of newer CSRs.
•  Possess skills needed to provide CSR support both technical product support and systems support. 
• Provide back-up support to Supervisors as needed. 
• Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.