Service level managerAdmerex Solutions Inc.

Description
Position Summary: The individual in this position will be in charge of making sure that all calls are not only answered, but also correctly balancing conversions with service levels. Along with these responsibilities managing abandonment and utilization. They are also responsible for managing sales agent statuses, breaks and lunches as well as helping manage sales results.
Principal Duties/Responsibilities:
· Assures that all calls are answered in the order that they were received and by importance of campaigns with respect to abandonment and other metrics.
· Controls abandonment by knowing the goals for all campaigns and manages up and down to the goals.
· Manages utilization by working closely with Team Managers and Trainers to have enough agents available to answer all calls and attend trainings, while simultaneously making decisions as to which agents should stay or leave for the day based on their performance
· Looks ahead at predicted call volume and solicits sign ups for future staffing needs as determined by the Scheduling department.
· Takes calls from agents calling out for their shifts, suggests time slots for agents to make up the missed time and forwards the information to attendance for recording purposes.
· Manages Sales Agent lunches and breaks to call volume.
· Loads and skills workgroups throughout the shift to maximize sales results.
· Ensures work groups are effectively staffed for individual campaigns.
· Recognize opportunities for improvements and relay that information to the appropriate parties clearly and effectively.
· Works closely with all management as it related to optimizing sales floor performance.
· E-mails shift summaries to appropriate parties following each shift.
· Sends hourly updates as it relates to call handling including game plan
· Communicates system issues accurately and effectively to Helpdesk and management in a timely fashion.
· Responsible for tracking of contests and spiff monies.
· Other duties as assigned.
Required Experience:
· Experience relevant to the role is preferred.
· Good data analysis and documentation skills.
· Must have a proven record of earning excellent quality assurance scores.
· Bachelor's degree in Business/Communications and or IT related courses, preferred but not required.
· Must have a good attendance record with the company.
· Previous call center management experience is a plus.
Recommended Skills/Abilities:
· Ability to multitask in a hectic environment.
· Must have excellent decision-making and problem-solving skills.
· Must have excellent oral and written communication skills.
· Ability to maintain a calm, approachable, positive and consistent attitude when dealing with employees and stressful situations.
· Must be reliable and dependable.
· Exceptional attention to detail.
· Mathematical skillset in algebra, statistics, etc relative to responsibilities of the job position.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Availability for travel: Yes
Availability for change of residence: Yes
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Mandaue City, Central Visayas ·  Today, 04:58 PM
Work type
Full Time