The Command Center Manager is responsible for overseeing the daily activities of Command Center Operations group. This position is responsible for forecasting, scheduling, and the intraday management of call volume and resources for the inbound contact center and field support operation.
+ Maintains a comprehensive understanding of department scheduling and forecasting software and its interfaces
+ Develops, documents, and trains workforce management policies and procedures
+ Oversees and administers the IEX Totalview software platform in order to manage users, generate a forecast, provide schedules that meet or exceed service levels, and capacity planning, and overtime planning.
+ Oversees and administers the agent skilling process in the call center switch (I3)
+ Communicates with center management periodically throughout the day making recommendations and adjustments to the schedule as necessary such as cancellation of off phone activities or requesting overtime assistance.
+ Communicates regularly with executive management on issues impacting the call center operations.
+ Oversees vacation planning, and intraday planning such as scheduling breaks and lunches.
+ Works with the contracted help to develop and deliver their forecasted call volume.
+ Work closely and confidentially with center management to provide tracking of events that would impact department or individual performance
+ Work with center management to ensure that all data is accurate and all reporting reflects the requested adjustments.
+ Provide leadership and development to the Analysts.
+ Travel required to other call center locations to meet with agents on a regular basis.
+ On call rotation duties including nights and weekends
+ May perform other related duties and responsibilities as assigned and/or required .
+ 3-5 yrs. Related Work Experience, Call Center and Customer Service
+ Associates degree or equivalent work experience
+ Good verbal communication and interpersonal skills and work in a team environment.
+ Strong organizational, analytical, and time management skills
+ Call center forecasting, and workforce management experience
+ Experience with IEX Totalview or similar workforce management systems
+ 1 to 3 years of supervisory experience, preferably in a workforce management environment
+ Solid understanding of call center processes, procedures and policies.
+ Ability to use software applications such as Excel, Powerpoint, and Word.
+ Strong computer skills, keyboard skills and able to use a mouse.
+ Must be able to multi-task and to work in a fast paced, high demand environment
+ Ability to travel up to 40% of the time to other call center locations
+ Ability to work a flexible schedule to include nights and week-ends
It is the policy of Mediacom to provide equal opportunities for employment and advancement to qualified individuals without regard to race, color, religion, creed, national origin, sex, age, sexual orientation, marital status, disability, veteran status or any other characteristic protected by law.
Mediacom Communications is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
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