π JustPressOne
(πΆππππΏπππΌπΎ π ππΊπ
πππ)
β’ Manage 250 FTE
β’ Update schedules and respond to escalated issues and ad hoc requests in a timely manner
β’ Strategically plan off phone events to maximize agent productivity
β’ Prepare and disseminate various reports including, but not limited to, production hours and daily performance
summaries
π Everise
(πΆππππΏπππΌπΎ Specialist)
β’ Manage multiple accounts across different lines of business, ensuring smooth operations, and meeting client and
company financial goals
β’ Analyze realtime call trends and make necessary staffing adjustments to optimize resource allocation, maintain
service levels, and meet key performance indicators (KPI/s), such as Service Levels and Schedule Adherence
β’ Collaborate with various departments to ensure efficient Intraday Performance
β’ Serve as the point of contact for escalations, outages, system issues, and other production-impacting situations,
resolving them promptly and effectively
β’ Maintain strict confidentiality regarding organizational strategies, objectives, and practices