Shift Manager

Department: WFM- Command Center – Vonage America Job Summary: Supervise and provide direction and expertise to Command Center employees. Implement best practices and processes in real-time monitoring and management procedures. Coordinate and train resources to manage staffing, call volume and metric achievement across both internal and vendor command centers to maximize efficiencies with cost effectiveness. Responsibilities (Including but not limited to): • Supervise Command Center staff and support GSDO management • Responsible for controlling all real-time operations for both our internal and outsourced contact centers. • Work with internal areas such as forecasting, reporting, scheduling, and IT teams to maximize agent efficiency across all sites. • Provide ongoing training to all areas on the best use of operations support systems • Provide assistance in coordinating agent utilization in all centers. • Monitors departments, centers and various lines of business to effectively meet call center metrics including abandonment rate, average handle times, service levels and call volume. • Monitors multi-site real time call traffic/volume from multiple Lines of Business, multiple queues, and responds to spikes by re-allocating call volume, and securing additional resources. • Responsible for monitoring events that affect contact center performance metrics or operations and providing feedback to the leadership team. • Responsible for monitoring contact drivers and providing feedback to the appropriate groups to help drive reduction in contact volume.Target qualifications and pre-requisites include: • Experience in a multi-site call center operation with a minimum of 3,000 agents. • Previous experience in Command Center or real-time operations management, including Avaya CMS, eWMF, Genesys. • Experience with eWFM (Aspect) and to a lesser degree Blue Pumpkin strongly preferred. • Strong MS Office experience required. • Experience with call center reporting and communication processes. • Performance measurement experience • Bachelor’s Degree a plus • 2+ years of call center experience • 2+ years of experience in workforce management. • Previous Call Center Supervisor experience required. • Must possess very strong analytical skills. • Must possess an in-depth understanding of call center metrics. • Must be highly proficient with Excel. • Must possess excellent written and verbal communication skills. For quick consideration apply here Vonage The Broadband Phone Company service is redefining communications by offering consumers and small business- VolP Internet phones, an affordable alternative to traditional telephone service. Vonage America Inc. provides VOIP services, including account subscription, maintenance, billing and customer care, and is a wholly owned subsidiary of Vonage Holdings Corp. Vonage®, Vonage The Broadband Phone Company® and Vonage Digital Voice® are registered service marks owned by and used under license from Vonage Marking Inc. a wholly owned subsidiary of Vonage Holdings Corp. Using these and other intellectual property such as logos, slogans, trade dress, and graphic symbols on packaging, products, or services requires express written permission from Vonage Marketing Inc. © 2001 - 2005, Vonage Marketing Inc., All Rights Reserved.