Specialist, National Workforce Management & Dialer in San Antonio, TX at Sears Home Services

Date Posted: 7/30/2020

Job Snapshot

  • Employee Type:
  • Location:
    7353 Northwest Loop 410
    San Antonio, TX
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 998418BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Call Center

The National Workforce Management and Dialer Operations Specialist is responsible for supporting the multi-site inbound and outbound call center business through constant monitoring of network applications, real-time response, and implementation of solutions to system challenges. This position communicates all service-impacting issues to the Sears and Kmart network. This position also creates and delivers reports to the Leadership team regarding sales revenue, agent, team, site and business productivity, and future revenue potentials. NOTE: This position is currently a "work at home" position. We plan in the future to return to our facility in NW San Antonio; however, we have no set date to return at this time. The position requires home high speed unlimited internet, a work space free of interruptions and the ability to connect a computer to your home network using an Ethernet cord. The work station will be provided by the company; it is not a wireless computer.

Job Requirements

• 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
• Opens, updates, and closes all network applications, and communicates business critical information to the Customer Care Network Global Operations team via emails and direct phone contact, and informs management regarding real-time Dialer performance metrics and areas of success and opportunities, providing analysis of system and application performance
• Analyzes data from the various reporting systems (i.e., Avaya Dialer, Campaign Analyst, Aspect eWFM, and Cisco), and forecasts projects received form business partners to make staffing recommendations to the local Resource Management team.
• Establishes documents and resets passwords for various network applications
• Utilizes internal and vendor applications, monitors call center operations systems to ensure line of business functionality
• Communicates with Information Technology (IT), Sears Holdings Voice Operations team, local units, and members of management to advice of system outages, unit closures, inclement weather, or other catastrophic events
• Executes contingency plans for emergency situations that cause immediate impact to normal call-taking operations, and, in some circumstances, coordinates efforts between multiple areas of Information Technology, Sears Holdings 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
• Activates network high call volume messages, and updates the hours of operation changes for each business on a real-time, temporary, holiday, or permanent basis, and handles communication to management of any hours of operation of high call volume message adjustments
• Performs other duties as assigned

• Minimum 1+ years call center experience
• Working knowledge of call center metrics and performance standards
• Flexible work schedule, to include weekends
• Proficient with Microsoft Office applications, with focus on Excel
• Clear understanding of call center metrics and performance standards
• Basic knowledge of call center planning and scheduling methodology
• Ability to monitor call volumes, lead volumes and schedules on a real-time basis to ensure the effective and efficient use of resources
• Ability to work in a fast-paced call center environment to guarantee the highest level of service
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

• 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, BVO)

• High school diploma or equivalent
• 1-2 years of related experience
• 16 years of age or older

#HomeServices, #CallCenter