Outage Support Specialist I

Outage Support Specialist IOCCUPATION:Call Center POSITION OVERVIEW: Job SummaryProvide support for the all lines of business for all contact centers internal and external.   Work closely with leadership teams internally and externally to identify and execute plans to improve the overall customer experience and create an operationally successful contact center.  Responsible for the real-time and intra-day monitoring and tracking of call volume for the contact center as well as performing all duties as outlined in the Outage Management policy.  Essential Functions of the PositionContribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamworkInterface with other departments through written and verbal communications to address escalated customer situations;  Communicating to TACS to verify outages Closely interact with the internal and external management teams from both technical operations and care ensuring consistency in a virtualized environmentIdentify call center opportunities and develop a project plan for improvement based on those needs Facilitate communication of business needs and review project status; lead project review sessions with call center managers, supervisors, and peersCreate documentation of complex business requirements, analysis of process flows and development of new process flowsMake recommendations to outsourcer for improvement, and implement jointly-developed action plans designed to enhance/improve performanceTrack, monitor, and report outage information for both internal and outsourced contact centers to ensure and assist proper postings of current outages  Perform other duties as requested by SupervisorEducationHigh School diploma.Related Work Experience                                                                             Number of YearsWorkforce/Contact Center experience                                                                   1Working ConditionsOffice environmentExposure to moderate noise levels Send This Link To A Friend