Sales and Service Scheduling Agent

apartmentStark HR Consulting LLC placeDeer Creek calendar_month11/5/24

Remote, Central Time

12 week contract

The Sales and Service Scheduling Agent (WA) is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. This includes realigning, creating appointments to agents. Working with team members to take requests to block agent’s calendars, oversee appointments to be on time and not late within appointment window times.

Ability to work in a fast paced environment and process tasks as needed in a very timely manner. Understand workforce management concepts such as forecasting, scheduling, skill management, and PTO management.

Job Responsibilities:

Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.
Execution of adding training, meetings, appointments to schedules and updating skills, etc.
Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage
Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily.
Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.
Process PTO, early leave requests in Microsoft CRM platform
Level/smooth appointments for agents
Support for any adhoc reporting within the CRM platform
Oversight of skill routing on team with skill audits and skill optimization
Monitor and recommend actions to enable teams to meet Service Level Goals

You Bring Knowledge and Expertise

Required Experience:

Scheduling Experience
Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing.
Strong working knowledge of Operations and operations measures.
Strong math aptitude
Strong understanding of computer skills such as Outlook, Lync, CRM platforms.
Intermediate Excel skills
Able to travel up to 10% if needed

Preferred Experience:

1 to 2 years experience in call center workforce analyst or management role
Strong workforce management and statistical background
Experience working in an inbound or outbound call center
Call center operations management experience
Staffing forecasting experience

Education:

Bachelor’s degree or equivalent years of industry experience.

check_circleNew offer

[ref. c09148004] Pest Control Sales & Service Technician

apartmentQuik-Kill Pest EliminatorsplacePeoria, 14 mi from Deer Creek (IL)

Join Our Team: Pest Control Sales & Service Technician Transform Your Career with Quik-Kill Pest Eliminators About the Role: As a Pest Control Sales & Service Technician at Quik-Kill Pest Eliminators, you're not just a part of our team – you're...

business_centerHigh salary

Skin Care Sales Rep - Bloomington, IL

apartmentAesthetic OppsplaceBloomington (IL), 21 mi from Deer Creek (IL)

Bloomington, IL We are seeking a high-performing skin care sales representative in the Bloomington, IL area. Candidates will excel in selling aesthetic & skin care products in the Bloomington, Illinois area. This is a lucrative position...

starFeatured

Route Sales Representative

placeEast Peoria, 13 mi from Deer Creek (IL)

license • Ability to adhere to Primo Water Motor Vehicle Policy. • Ability to meet ongoing federal DOT physical requirements and testing. • Basic computer/data entry skills and math abilities. • Customer service & some sales experience preferred...