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Specialist, National Workforce Management and Dialer Operations

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POST DATE 9/17/2016
END DATE 10/11/2016

Sears San Antonio, TX

San Antonio, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
High School Diploma or GED
Min Salary
Max Salary
Salary Unit
per hour


Job Summary: National Workforce Management and Dialer Operations Specialist is accountable for the support of multi-site inbound and outbound call center businesses through constant monitoring of network applications, real time response and implementation of solutions to system challenges. This position is responsible for the communication of all service-impacting issues to the Sears and Kmart Network. National Workforce Management and Dialer Operations Specialist is also responsible for creating and delivering reports to the Leadership Team regarding sales revenue, agent, team, site and business productivity, and future revenue potentials. Job Duties/Responsibilities: * Monitors the outbound dialers, real-time call volume and staffing measurement tools, throughout Sears and Kmart Networks to ensure continuity of application functionality and all applicable State and Federal laws are complied with. Responsible for opening, updating and closing all network applications and communicating business critical information to the Customer Care Network Global Operations team, via e-mails and direct phone contact. Informs management regarding Real Time Dialer performance metrics, areas of success and/or opportunities, and provides analysis of system and application performance. * Analyzes data from the various reporting systems (e.g. Avaya Dialer, Campaign Analyst, Aspect eWFM and Cisco) and forecasts projections received from business partners to make staffing recommendations to the local Resource Management Team. Establishes documents and resets passwords for various network applications. * Utilizing internal and vendor applications, monitors call center operations systems to ensure line of business functionality. Responsible for communicating with Information Technology, Sears Holding Voice Operations team, local units, and members of Management to advise of system outages, unit closures, inclement weather, or other catastrophic events. * Accountable for execution of contingency plans for emergency situations that may cause immediate impact to normal call-taking operations. In some circumstances, coordinates efforts between multiple areas of Information Technology, Sears Holding Voice Operations team, and call center operations by participating in national conference calls to aid in the timely resolution of technical issues and other high-severity obstacles. * Responsible for activating network 'high call volume' messages and for updating the hours of operation changes for each business on a real-time, temporary, holiday, or permanent basis. Handles communication to Management of any hours of operation or 'high call volume' message adjustments. * Other duties as assigned.Education Requirements: HS Graduate or Equivalent Years of Related Experience: 1-2 Years Travel Requirements: None Required Skills: * Minimum 1+ years call center experience * Ability to work with and effectively communicate with multiple levels in the organization * Working knowledge of call center metrics and performance standards * Flexible work schedule, to include weekends * Excellent phone and written communication skills * Proficient with Microsoft Office applications, with focus on Excel * Ability to multi-task * Solid decision making ability, with a high degree of accuracy * Detail oriented * Clear understanding of call center metrics and performance standards * Basic knowledge of call center planning and scheduling methodology * Excellent analytical skills * Ability to monitor call volumes, lead volumes and schedules on a real-time basis to ensure the effective and efficient use of resources * Exceptional customer service skills * Demonstrated problem solving skills * Strong communication and interpersonal skills including ability to present to large groups * Ability to work in a fast-paced call center environment to guarantee the highest level of service Preferred Skills: * Skill Based Routing and Voice over Internet Protal (VOIP) experience * Advanced math skills, including ratio and statistics * Experience using reporting systems currently used at Sears (e.g. Aspect eWFM, Prims, Avaya Predictive Dialer)Equal Opportunity Employer / Disability / Vet.