Command Center Analyst

Overview
Responsible for day-to-day management of servicelevel,siteefficiency/occupancy and agents to ensure adherence to schedule and compliance withinestablished parameters during real time situations. This will require constant communication with Supervisors, Operations Managers andSupport Centerpersonnel.Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance.
Responsibilities
* Intraday reporting, distribution and data entry of call center metrics
* Real-Time monitoring of call center activity
* Generation, storage and distribution of call center data
* Communication point between the Command Center and call centers
* Responsible for Real-Time allocation changes based on call center activities
* Responsible for directing staff movement to meet call center service levels, allocation goals and occupancy targets
* Communication with Supplier Traffic Desks to insure schedule adherence, communicate IT issues and direction, skill changes etc..
* Generation, verification and distribution of service issues impacting call centers
* Primary interface with IT Support to work on issue resolution
* Responsible for coordination and execution of allocation changes needed during system maintenance or system outages
* Verification, summarization and distribution of service issues intra - day, daily, weekly and monthly
* Creation and maintenance of reporting tools and templates
* Point of contact for shared /linked information between the Command Center, Traffic Desks and Operations
* Responsible for all aspects of Command Center involvement during IT maintenances
* Communicate staff and department performance metrics to management
* Responsible for call routing during planned and unplanned System Maintenances and IT issues.
* Responsible in conjunction with workforce duties, also perform crisis assist responsibilities, monitor crisis application and update advisor application to communicate out events impacting our Subscribers.
* A minimum one year experience in workforce administration, scheduling, or traffic desk activities Demonstrates the ability to handle visual monitoring and data entry simultaneously, basic to intermediate database skills required, skilled in query internet and other online data repository systems for specific data, experience in real time monitoring and workforce call center tools
* Other duties will be added as needed related to the department.
Qualifications
* Workforce management experience preferred but not required
* Must have solid customer service skills
* Excellent verbal and written communication skillsand theability to effectively present information across all levels of theorganization
* Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format
* Must use correct grammar and sentence structure, pronunciationand clearly speak the language required by position. Can be easily understood
* Must be a good listener as well as a good communicator
* Able to maintain personable conversation style and manner as well as appropriatetelephone etiquette and speed
* Ability to effectively and professionally communicate with varying levels of personnel within General Motors and its othersuppliers
* Demonstrated advanced proficiency with standard technology including Microsoft Word, Excel, PowerPoint and Outlook
* Abilityto handle visual monitoring and data entry simultaneously
* Appreciates challenges and is always lookingfor new learning experiences
* Capacity to learn quickly and grasp new concepts while demonstrating the ability to applycurrent duties
* Strong organizational skillswiththe ability to prioritize workload, meet deadlines and perform multiple tasks with attention todetail in a challenging, fast paced, shifting priority environment
* Creative in problem resolution and demonstrates the ability to think "out of the box"required
* Makes it a priority to solve all the customer issues before the end of the call
* Ability to establishrapport with others over the telephone by initiating and leading conversations to make others feel comfortable
* Ability to realizethe impact on customers in the decision-making process
* Must be able to multi-task in a busy environment while maintainingperformance levels under stress
* Abilityto work independently as well as with other team members
* Needs to be an assertive individual with high energy to be able to sell intangible General Motors products/services to the customers by telephone
* Demonstratedability to handle visual monitoring and data entry simultaneously, basic to intermediate database skills required, skilled in query internet and other online data repository systems for specific data, experience in real time monitoring and workforce call center tools
* Must be flexible with ability to work any schedule base on business needsand havereliable transportation
* Excellent attendance required
* Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks