RTC Agent

RTC AgentDescription: RTC is the first point of contact for Contact Center Agents for: Reporting system problems and determining if a ticket is needed. Skill change requests (overtime, etc). Schedule exceptions. Other agent questions. Agent will support the NOC during problem coordination and issue resolution by: Gathering detailed problem information (logs, screen shots, error messages) from Agents. Determining issue status (is it still happening?) from Agents.The NOC expects the RTC to know or have knowledge of: Who Team Managers are and how to reach them.What Teams and Agent groups exist in the contact center, contact center organization and structure.Basic Agent workflow, Agent tool and application names. How to use CCPulse, Monsterboard, CME and other Ops information- gathering tools.How to use RTC-specific tools (logging, reporting). How to look-up Agent schedules, lunch, break time, overtime, etc.Service level objectives for all call types.Agent behavior thresholds (AUX, ACW usage, etc) that require feedback or other action.How to look-up an Agent's current skill profile and answer basic questions about why Agents are getting certain types of calls without asking the NOC. Role and Responsibilities:Work with Team Managers on Agent schedule adherence.Monitor agents using CC Pulse / RTA to ensure effective use of time. Monitor queues using CC Pulse / Monsterboard. Submit feedback to the Team Managers when needed about Agents.Open and watch tickets for local issues.Be aware of issues outside of the site that can affect call volume locally.Act as a link between Agents, Team Managers and Network Operations. Troubleshoot issues with local phone system and send up tickets as needed.Troubleshoot issues with agent tools such as SoftPhone, GCRM, iLog, SNAK, SAP, and internal websites sending up tickets when needed.Log all issues for the day and send out summaries to Team Managers at COB.Setup skill-change request when needed.Assist with overtime sign-up.Assist with early outs. Volt Technical Services is a dynamic division of Volt Information Sciences, a Fortune 1000 company. Founded in 1950, VOLT has current annual revenues of over $1.6 Billion and is an internationally renowned leader in the staffing services marketplace. Requirements: High School Diploma or equivalent. Experience in a customer service role, which requires the following:Excellent Customer Service skills.Strong written, verbal and organizational skills.Passion for Customer Care.Experience in the use of computer technology.Experience with a personal computer and other devices, such as an iPod, smart cell phone, PDAs, etc.3 years of technical call-center experience desired.Experience trouble shooting technical problems with personal computers, cellular and other devices.Experience with MAC OS X and/or MS Windows 2000/XP/Vista.Excellent verbal and written communication skills.Exemplary customer service focus is a MUST.Supervisory and/or coaching/training experience desired. Ability to multi-task and adjust to ambiguity required.Energetic, self-starter skills a must.RTC Agents will be measured on:50% of time will be spent on the phones.E-mail's sent out as needed to the floor concerningsoliciting overtime, alerts, site wide events, ETC….Reports that are to be sent to Management nightly.All other call center metrics. CSAT.Attendance.Must be flexible to work a schedule within the full hours of operation, which are 7 days a week. The hours of operation will depend on the time zone operating in. The operation is open 365 days a year and will require working some holidays.Location: Englewood, CO Type: CONTRACT Duration: 180 - 365 Days Pay Rate: DOE Contact: Volt Technical ResourcesVolt Workforce Solutions1801 Broadway, Ste. 480Denver, CO 80202PH: 303/420-3016FX: 303/456-0204  Connecting talented people and respected companies. APPLY NOW Job Information Reference ID: 300291-1042-20-225130 Company: Volt Workforce Solutions Location: Englewood, CO 80112 Status: Temporary/Contract/Project Salary: DOE Job Category: Customer Support/Client Care Contact Information Company: Volt Workforce Solutions Address: 1801 Broadway, Ste. 480Denver,CO 80202 Email: Apply by Email Phone: 303/420-3016 Fax: 303/456-0204