Tech Data - Americas

  • Contact Center Specialist

    Location US-FL-Clearwater
    Req Number
    2018-23022
    Weekly Work Hours
    40
    Shift
    9am - 6pm
    Travel Required
    None
    Working Time
    Full-Time
    Position Type
    Employee
  • Overview

    Our Contact Center Specialist directs telecommunication functions of the Sales organization and other supporting departments!  This role includes managing inbound and outbound phone routing/reporting, fax, chat, and email to maximize company resources with the goal of customer satisfaction, productivity, performance, quality, and financial goals.  This role is critical to our Sales teams ability to continue to be the best in our industry!  If you want to assist the best team in IT then apply today!

     

    See more of what Tech Data is all about!

     

     

     

    Essential Duties & Responsibilities Required

    • Manage and direct contact center operations including administration of call flows, skill changes and email routing to support company service level objectives.
    • Create and maintain all customer call flows and routing to appropriate sales teams to meet desired business requirements.
    • Assign appropriate skills and permissions for contact center and associated call flows.
    • Perform real time monitoring and trouble shooting of contact center issues.
    • Develop call statistic reporting tools that accurately and effectively monitor contact center agent performance.
    • Create all email boxes and associated permissions (Outlook).
    • Ensures timely communication of performance metrics and historic contact center trends to management.
    • Assists in determining performance standards and provides corrective recommendations as needed.
    • Implements and recommends strategy and technology requirements to achieve continuous improvement in the efficiency of the contact center organization.
    • Serves as a liaison to IT for process improvement and implementation.
    • Performs additional duties as assigned
    • Meets attendance and punctuality standards

    Qualifications, Required Knowledge Skills & Abilities and Working Conditions

    • Build solid, effective working relationships with others.
    • Analyze and resolve complex issues and problems in a sound and timely fashion.
    • Assimilate research data from a variety of sources, analyze, and recommend appropriate courses of action to take.
    • Interact effectively with all levels of management.
    • Express ideas clearly and convey necessary information.
    • Identify areas of risk/concern in area of responsibility.
    • Identify needs and opportunities and develop action plans to address.
    • Work independently with minimum supervision.
    • Possess strong organizational and time management skills, driving tasks to completion.
    • Able to use relevant computer system applications (which may include spreadsheets, word processors, databases, etc) at an intermediate level.
    • Ability to hold sensitive/confidential information.

    Required Education and Experience (Years & Type)

    • High School Diploma
    • Two (2) to Five (5) years of Call Center experience.

    Preferred Education and Experience (Years & Type)

    • Bachelor's Degree Preferred
    • Certified Avaya CentreVu administrator or Cisco Call Center manager preferred.

    When you help us and join our team you'll get:

    • Medical, Dental, and Vision Insurance
    • 401(k) Plan and Employer Match
    • Employee Stock Purchase Plan

    AND MUCH MORE!

    About Us

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