Essential Job Functions:
- Review performance dashboards daily, always have a pulse on where the team is at on our KPI’s at all times
- Monitor live queues throughout the day and direct team members where they need to be and what they need to be working on to meet KPI’s
- Create intra month recovery plans if KPI’s fall below goal
- Review intraday workload arrival patters to identify optimal scheduling of resources
- Take phone calls as needed to ensure telephony KPI’s are met
- Assist with report creation and development
- Escalate up any issues as needed
- Document processes and store them in shared locations
- Understanding of incoming workflow via multiple channels and devise game plans daily to shift resources accordingly to meet objectives.
- Assist with 90 day and annual reviews
- Other duties as assigned
- Previous call center experience preferred
- Fundamental understanding of electronics required
- Ability to read and understand technical documents and manuals
- Must have excellent leadership skills
- Ability to motivate and devise effective techniques to improve team performance
- Ability to tutor and mentor team members
- Ability to perform multiple tasks simultaneously
- Ability to work in a diverse, team-based environment
- Ability to work independently with limited guidance
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to follow established practices and procedures in analyzing situations or data from which answers can be readily obtained
- Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
- Intermediate skills with Microsoft Office Suite including Excel and PowerPoint
The hourly range of $22.00-25.00hr is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location.
