24 Oct
Arizona,
Scottsdale
, 85250
Scottsdale
USA
Vacancy expired!
Job Title: Command Center AssociateContract Length: 5 MonthsLocation: Scottsdale, AZ Description: To day-to-day operational needs of RIG businesses while providing best in class customer services to all internal clients.Duties and Responsibilities1. Leverages client relationship management skills to strengthen internal client relationships and foster collaborative environment that leads to effective decision making.2. Collaborates with aligned RIG client and internal RIG Shared Services team to ensure that all aspects of resource maximization are being pursued and executed upon.3. Supports daily operational planning for aligned RIG clients by assessing the variance of operational drivers (i.e. Volume, Shrinkage, AHT), via the usage of tools like Datalink, Aspect, and Cognos.4. Leverages quantitative, qualitative, and contextual guidance and consults with aligned internal clients, Supervisor, and when appropriate the Relationship Manager, to make recommendations that enable optimal operational results.”5. Collaborates with Supervisor, Relationship Manager, and/or Technology Administrator to troubleshoot system and call routing issues, and consults with Telecom, internal client/contingency coordinator, and/or RIG Shared Services leadership team as appropriate. Updates workflows and documentation based on technology-related changes.6. Acts as a resource and point of contacts for internal clients as needed during contingency events including weather events, systems outages, etc. Carries out activities identified in the appropriate contingency plan(s) when put into effect.7. Leads week-ahead planning process and collaborates with Shared Services business partners and internal client to provide contextual background/insights to tell the week in review story and effectively communicate operational plan for the upcoming week. Consults with aligned internal client regarding operational recommendations and updates crew schedules as appropriate.8. Facilitates on/off-boarding of crew, collaborating with Telecom, Shared Services peers, and internal aligned client. Supports operational orientation of new crew and management, and ensures they have access to necessary operational tools/resources.9. Supports PTO solicitation process, and consults with internal client to apply workflows for approving PTO waitlists when appropriate.10. Initiates, develops, and implements improvements to Shared Services and internal client workflows/processes. Fosters process excellence, creative/critical thinking, and VUE in their everyday work. Develops and maintains effective working relationships with Shared Services and internal client management/peers by fostering a positive, collaborative, and inclusive environment.11. Shares in the responsibility to know and understand helm responsibilities and cover the helm, including off hours, as needed. Shares in the responsibility to work off hours to support elevations by accurately testing changes and identifying, documenting, and reporting post-certification results and defects.12. Participates in special projects and performs other duties assigned.Qualificationso Undergraduate degree in business-related or technology field preferred.o Two years of general business experience and one year of industry experience.o One year of contact center experience preferred.o Demonstrated professionalism, confidence, assertiveness, and dependability.o Ability to interact and negotiate with peers and all levels of management and respectfully question the status quo.o Strong quantitative and technical aptitude; Proactive approach to problem identification and resolution.o Strong attention to detail. Proven ability to develop and maintain strong client relationshipso Solid knowledge of all Microsoft applications, specifically Excel and Powerpoint.o Excellent written and verbal communication skills.o Proven ability to maintain confidentiality with sensitive information and work independently.o Demonstrated interest in call centre operations functions.
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