SUMMARY:
Primarily responsible for performing advanced level administrative support for the entire Service Center management team including directors, managers, supervisors and the vice president. Provides first hand support and guidance for the entire Service Center. Assists in implementing activities and communications for the multifunctional business unit. Produces metric reports at a departmental and brand level. Contacts include staff at all levels across the enterprise and various external contacts and vendors.
PRIMARY RESPONSIBILITIES:
* Support call center activities, including: monitoring volume of calls, productivity and patterns of calls, and staffing levels with appropriate skill set to ensure customer service satisfaction.
* Oversee Cisco Finesse ACD system functionality including skilling/unskilling ACD employees. Maintenance of users including the Service Center and other departments.
* Create and manage Cisco reports for the Service Center management team and managers outside of the Service Center.
* Mentor other ACD users and management on system functionality and usage.
* Work with outside telecom vendors on technical system and reporting issues with ACD software.
* Review reported technical issues to determine root cause and initiate appropriate escalation.
* Answer inquiries from policyholders, agents and/or providers or route calls to the appropriate person or groups.
* Respo nsible for ensuring the departmental compliance to corporate standards (i.e. travel, purchasing, timekeeping, licensing).
* Research, reconcile and update information received from various sources.
* Use multiple operational systems and identify reporting capabilities.
- Compile, prepare, and review for accuracy, information and reports as requested or scheduled. This includes creating and updating various reports within Excel, Business Objects, Cognos and Cisco Finesse software. Determine overall format for most efficient display of information.
- Compile, calculate, and analyze information to produce monthly reports for Senior Vice President, Vice President and management. Research discrepancies and suggest updates as needed. Create ad-hoc reports as needed.Coordinate training sessions- Tasks include but are not limited to: staff and room scheduling, preparation and distribution of materials, and set up of coaching/follow-up sessi ons.Act as Service Center representative on various administrative projects throughout company (i.e. social media, purchasing procedures, building moves etc.).Requests the issuance of manual checks or use company credit card for employee licenses, training materials, or seminars. Reconciles monthly credit card statement to usage and provides substantiation to Finance.Document and track departmental goals and accomplishments and provide updates as needed to management and senior staff.Work with IT and Administrative Services with onboarding new hires and transferred employees; includes but not limited to: Cubicle set up, ServiceNow tickets, providing required software/hardware, organize facilities requests. Continue with ongoing follow up with staff and IT.Reconcile Service Center timesheets against calendar appointments and emails before manager approval. Research discrepancies and advise management. Assist staff with calculation of leave time and make-up time for recording on times heet.Inform department management and staff of issues as necessary.Assist in managing companywide Phone Team Meetings.Directs services, such as maintenance, repair, replenishing supplies, and files.Read and route incoming mail.Coordinate travel arrangements and assist with related expenses for business unit.
- Maintain and organize files including departmental records.
- Make photocopies and use other office equipment as necessary.
- Create weekly supply order, review to ensure correctness, and distribute supplies.
- Schedule appointments and meetings for department management and staff. Secure rooms and appropriate technology. Prepare meeting agendas and research/gather relevant materials. Record, prepare, and distribute meeting minutes and track completed action items.
- Maintain confidential employee information such as payroll, time off, FMLA tracking.
- Assist in implementing activities and communications for the department.
- Coordinate the set-up of newly hired or transferred employees and provide departmental orientation.
- Compose and edit general, technical, and specialized correspondence and other documents.
- Maintain budget spreadsheet, research discrepancies and communicate to management as needed.
- Assists department managers, supervisors & VP with coordination of various corporate projects.
- Coordinate and communicate regarding changes in new or existing workflows with Quality and Workflow team.
- Maintain confidentiality.
- Prepare materials for presentations.Provides back up to the Executive Assistant to support the VP and Directors.
- Greet and assist visitors, vendors or customers as necessary and appropriate.
- Provide back up to the Executive Assistant to support the VP and Directors.
This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required.
EMPLOYMENT QUALIFICATIONS:
EDUCATION REQUIRED:
High school diploma or G.E.D. Advanced training or college level coursework in business or insurance. Combinations of education and experience may be considered in lieu of additional training or coursework.
EXPERIENCE REQUIRED:
Minimum of three years in an administrative position or three years' equivalent experience in a multi-functional or multi-tasking environment that provides the necessary skills, knowledge and abilities required. Spreadsheet experience such as pivot tables, named ranges, VLOOKUPS/HLOOKUPS, IF statements, charting, file links, and working with formulas and functions.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
* Demonstrated knowledge of a service center operation or multi-functional business unit.
* Knowledgeable with call center practices including ACD phones and reporting systems.
* Maintain composure during stressful situations occurring as a result of workloads and/or deadlines.
* Ability to comprehend the consequences of various problem situations, takes initiative to refer them to appropriate decision-maker or take action as necessary.
* Ability to handle multiple priorities while maintaining proper relations between management, staff, business units and customers.
* Analytical and technical problem-solving skills.
* Excellent organizational, interpersonal, oral and written communication skills, high degree of accuracy required.
* Ability to expand professional and technical knowledge to keep up with changing environment.
* Ability to use diplomacy, discretion, and appropriate judgment when responding to inq uiries from staff and external customers.
* Flexibility in managing multiple projects to prioritize and meet established deadlines.
* Exchange information clearly and concisely to present ideas, report facts and other information
* Knowledge of customer service operations and application in the workplace.
* Advanced knowledge of spreadsheet software.
* Ability to proofread documents for accuracy of spelling, grammar, punctuation, and formatting.
* Participates in planning, implementing and accomplishing goals.
