Job Title: Subject Matter Expert (SME) - Global Command Center

Job Summary:

The resource will be responsible for monitoring real-time call traffic across multiple call centers, identifying call
trends, and making callouts on the call routing and staffing to optimize performance. They will work closely with
the Global Command Center Supervisor and call center managers to ensure that service level goals are met.

Key Responsibilities:

 Monitor real-time call traffic across multiple call centers

 Identify call trends and make relevant callouts on call routing and staffing
 Manage agent schedules and availability to ensure adequate staffing during peak call times
 Analyze call center data to identify performance trends and areas for improvement
 Provide timely and accurate reporting on call center performance metrics
 Collaborate with call center managers to develop and implement call center strategies
 Work closely with the Global Command Center Supervisor to ensure that customer service goals are met
 Participate in regular meetings with call center managers and other stakeholders
 Train call center agents on real-time call monitoring and staffing techniques

Qualifications:

 Bachelor's degree
 2+ years of experience, preferably in a call center real-time analyst role
 Strong analytical and problem-solving skills
 Excellent communication and interpersonal skills
 Ability to work in a fast-paced environment and manage multiple priorities
 Willingness to work flexible hours and rotational weekly offs