Job Description
About Us:
We are a high-performing cellular phone retailer that thrives on smart innovation and strong execution. Our mission is to bring customers into our stores and help them upgrade to the latest and greatest product and services. We work closely with the brands we sell to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and boost sales.
About the Role
Monitor real-time contact center performance, manage alerts, and ensure operational continuity through proactive analysis and communication.
Key Responsibilities
· Conduct morning system checks and prepare performance dashboards.
· Monitor KPIs such as service levels, AHT, queue lengths, and agent availability.
· Respond to alerts and escalate issues to supervisors or IT as needed.
· Analyze trends and provide mid-day and end-of-day performance reports.
· Support incident management and troubleshoot system or staffing issues.
· Recommend real-time staffing adjustments to maintain service levels.
· Communicate performance risks and updates to leadership.
· Document incidents and contribute to continuous improvement initiatives.
Qualifications
· Familiarity with real-time monitoring tools and dashboards.
· Strong attention to detail and analytical thinking.
· Effective communicator under pressure.
Preferred Skills
5 years WFM experience
Why Join Us?
· Paid training and career development opportunities.
· Comprehensive health, dental, and vision insurance.
· 401k retirement plan.
· Tuition reimbursement.
· Employee discounts on Verizon services.
· Career pathing opportunities.
EQUAL OPPORTUNITY EMPLOYER
We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.
...learning to the next level!Position OverviewThe Senior Network and Systems Support Specialist is responsible for the advanced design, implementation,... ...A bachelors degree in information technology, computer science, or a related field is preferred.Certifications...
...Pasco, Glendale, back to Great Falls, then will return to Roy WA. This is basically a No Touch Freight position, except for a Costco stop where you will offload your own freight on that one stop. The Driver will operate a sleeper tractor, but will have...
As a Project Manager within the dynamic field of Energy & Utilities, specifically focusing on Renewable Energy Projects, you will manage several multidisciplinary projects from inception to completion. You will ensure that all projects are delivered on time, within scope...
Apply Description Position: AV/VTC Technician Location: Arlington VA Clearance: Active TS/SCI Customer: DISA J6 Requirements... ...wide variety of VTC equipment, including cameras, microphones, audio and video playback, recording, and duplication devices.* Work...
...Product Owner (Short Hills, NJ OR Hartford, CT) Optomi, in partnership with a leading property and casualty insurance company, is looking for a Product Owner to lead product strategy and delivery as part of a product transformation. The Product Owner will act as a key...