Service Monitor

Cornerstone Brands, Inc. is a established leader in direct marketing of the finest home, leisure, and casual apparel brands.  Our fine family of brands include Ballard Designs, Frontgate, Garnet Hill, Improvements, Smith & Noble, Territory Ahead, and TravelSmith.  The Service Monitor will report to the the Work Force Management Department in our inbound call center and be responsible for the management of associates schedules using real time software, management of call response times using routing plans, agent skills set and designated escalation tools fiscal responsibility through management of agent productivity.  Partnership with leadership team is essential in managing performance.

DUTIES:Provide real time management of associates signed onto phone system using Aspect Director Software and communication to Call Center Management staff regarding schedule adherence and business need relating to service escalation / productivity management.Validation of Agent Standard queue assignments upon start and completion of shift to insure most efficient call routing.Use carrier service center website to route calls to overflow center as required.Monitor attendance hotline to document and communicate attendance information.Documentation service information as required to denote daily trends and staffing adjustments required.Various performance related analysis as needed.Service Monitor will also help with handling Sales and Service calls for the call center when not scheduled as service monitor.

QUALIFICATIONS:Effective communication skills in working with teams of people.  Ability to partner with Call Center Supervisors and leadership team as needed. Efficient understanding and use of Microsoft Office Suite, Outlook, Work, Excel, Internet Explorer, Microsoft Access, Sequel, Crystal or other database systems experience preferred.Strong leadership skills with proven ability to multi-task in a fast paced environment.Detailed oriented with strong organizational skills. Ability to provide customer-centric service by establishing rapport with customers while maintaining a commitment to customer satisfaction. Prior call center center experience required.Must possess strong written and verbal communication skills.