UCSD Layoff from Career Appointment: Apply by 04/27/2021 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 05/07/2021. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Involves managing the performance, quality and traffic operations for a service center. Develops business plan for department operations. Monitors the application of the traffic function, including policy and procedures, operating structure, and information flow. Analyzes con tact center trends in order to predict long- and short-term staffing needs. Responsible for achieving maximum efficiency of productivity for the department.
Under general direction, develops the quality plan and management mechanisms and monitors center delivery quality to enhance customer satisfaction and service experience. Advanced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function. Is assigned most complex projects with broad operational and budgetary impact.
Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of relevant experience with Workforce Management and Call Center administration including software administration, forecasting, scheduling and analytics for a multi-skill contact center.
Demonstrated experience leading a team of quality and performance professionals.
Advanced knowledge and significant experience with employing best practice principles and practices in metrics, knowledge management, process design, continuous improvement and quality management.
Advanced project management, planning, execution, identifying highly complex problems and related information to develop and evaluate options, identify project management methods and techniques, and implement solutions for monitoring performance and ensuring quality.
Excellent ability in planning and decision-making skills.
Strong analytical experience.
Proficient computer knowledge and literacy with Microsoft Office Suite Applications.
Proven knowledge of service operation technology (i.e. Cisco Finesse, Epic EMR, Calabrio, etc.).
Excellent written and communication skills.
Proven ability to work in a team environment while balancing multiple projects with varying priorities.
Experience implementing and maintaining Quality Assurance best practices and tools/software.
Experience with LEAN or Six Sigma methodologies for establishing key metrics and managing process improvement.
Must be able to work various hours and locations based on business needs.
Employment is subject to a criminal background check and pre-employment physical.
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