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Coordinator, Center Resource Inbound in Los Angeles, CA at Sears Home Services

Date Posted: 11/28/2018

Job Snapshot

  • Employee Type:
  • Location:
    8407 Fallbrook Avenue
    Los Angeles, CA
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 958271BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center

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.

Job Requirements

• 1+ years data entry and computer systems experience
• 1+ years experience in a call-center environment strongly preferred
• Proficiency with operating systems required, experience with MSOffice tools preferred.
• Highly skilled accuracy - attention to detail, ability to data enter accurately and create reports
• Demonstrated data analysis and problem-solving skills
• Must be able to speak, read, write and comprehend English; complete internal documentation; present information and communicate with others
• Two-way communication skills, with the ability to understand and help others work through complex problems involving role-related systems and processes
• Initiative and sense of urgency
• Strong interpersonal skills
• Ability to maintain regular, predictable attendance as defined by the Attendance Policy and must be flexible to work occasional overtime
• Ability to meet performance standards as defined by departmental policy
• Ability to deal with high volume, intensive, fast-paced environment and communicate ideas and concepts effectively
• Ability to multi-task and work well under pressure and/or work independently with little supervision

#HomeServices, #CallCenter