Customer Operations • Mid-Level

Who you are

You have a solid understanding of call center operations and workforce management principles, particularly in real-time analysis and scheduling. Your experience includes monitoring call traffic and adjusting resources to meet demand, ensuring that service levels are maintained. You are detail-oriented and possess strong analytical skills, allowing you to track and document key performance metrics effectively. You understand the importance of maintaining acceptable abandon rates and occupancy levels, and you are comfortable making decisions that impact service quality and operational costs.

Desirable

Experience with workforce management software and tools is a plus, as is familiarity with reporting metrics related to call center performance. You thrive in a fast-paced environment and can adapt quickly to changing call volumes and staffing needs. Your ability to communicate effectively with team members and management ensures that everyone is aligned on performance goals and operational strategies.

What you'll do

As a Mission Control Specialist, you will partner with the Workforce Management team to monitor real-time inbound call traffic, ensuring that the call center operates at peak efficiency. You will analyze call flow data and make adjustments to staffing levels as needed to meet performance goals. Your role will involve documenting and reporting on key metrics such as service levels, occupancy rates, and shrinkage, providing insights that drive operational improvements. You will also be responsible for conducting intraday analysis to anticipate call volume demands and proactively manage resources.

You will exercise judgment and integrity in your decision-making, understanding the impact of your actions on both the team and the organization. Your contributions will help shape the overall efficiency of the call center, ensuring that customer service standards are met and exceeded. Collaboration with other departments will be essential, as you will need to communicate effectively with various stakeholders to align on operational strategies and performance expectations.

What we offer

Centerfield offers a dynamic work environment where you can grow your skills and advance your career in customer operations. You will be part of a team that values innovation and efficiency, working with cutting-edge technology to enhance customer acquisition strategies. We provide opportunities for professional development and encourage you to take initiative in your role. Join us in making a significant impact on our clients' success and enjoy the benefits of working in a recognized best place to work.