Sears Holdings Corporation (http://jobs.sears.com/vet/learnmore_military.html)
Full Time Contractor
The Center Resource Coordinator is responsible for monitoring service levels, average speed of answer and staffing levels for all lines of business with the call center to ensure a positive customer experience. This position also coordinates scheduling of employee vacation and personal days, meetings, coaching and other “off phone” activities in accordance with staffing and service levels, and works with multiple systems (e.g. Business View Observer and Composer, Real-Time Adherence, Cisco Webview, and eWorkforce Management.) RESPONSIBILITIES: • Monitor Service Level using workforce tools (e.g. WebView and Business View Observer.) • Address agent Adherence to Schedule using real-time adherence tracking tools and systems. • Schedule agent “off phone” activities, including vacation and personal days, meetings, coaching, etc. • Communicates with national scheduling team (e.g. Global Operations, Service Contracts Scheduling) as appropriate. • Performs data entry into designated systems. • May produce, print and distribute reports. May customize reports to isolate data for analysis by managers.
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