Apply on Employer Site

AXS · 1 day ago

AXS _Workforce Assistant - Contact Center

Dallas, TX

Full-time

Onsite

New Grad, Entry Level

$17.96/hr - $21/hr

AXS connects fans with the artists and teams they love, and they are seeking a Workforce Assistant to optimize staffing levels for their Call Center. The role involves real-time monitoring of agents, managing downtime issues, and handling agents' scheduling requests to ensure optimal operations.

Media and Entertainment

No H1B

Responsibilities

Identify intraday trends with a special emphasis on looking for possible downtime and telephony issues

Report and work closely with Operations and systems teams to manage and resolve downtime and telephony issues

Conduct real-time monitoring of agents through real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues

Handle agents’ pending time-off requests, schedule swaps, trades, etc. and the daily exception management of our Community system

During low call volume, determine the business needs and allocate resources to alternative tasks or queues, or work with members of management to determine if voluntary time off can be offered

Qualification

ExcelFive9ZenDeskSatisfiCommunityEWFMCall MinerWindows programsData analysis

Required

High School Diploma or its equivalency

Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) with the ability to organize/analyze data in a structured manner