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From: "Travelers Life & Annuity"
Subject: US-CT-HARTFORD - Call Center Technical Manager (GO Jobs)
Newsgroups: us.jobs.offered
Organization: GO Jobs, Inc.
Message-ID:
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NNTP-Posting-Date: Mon, 05 Apr 2004 07:13:55 EDT
Date: Mon, 05 Apr 2004 11:13:55 GMT
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*** Job Posting Provided by GO Jobs, Inc.
*** View Thousands of Jobs...
*** Visit us at http://www.GOJobs.com
* * * * * * * * * * * * * * * * * * * * *
Travelers Life & Annuity
Call Center Technical Manager
HARTFORD, CT
Salary: $0 - 0 / Not Specified
Job Type: Full Time
Category: Banking/Insurance
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The Call Center Technical Analyst supports customer service call
center operations by using call center technology to track,
report, analyze, and project staffing and resource needs to
maintain performance levels and objectives. The Analyst is
responsible for: Tracking, documenting, and reporting adherence
and performance for customer service representatives and call
center teams. Monitoring phone queues, call volume, and
classification of calls; reallocating resources and making
effective time management adjustments to help ensure timely and
appropriate flow of calls. Forecasting expected call volumes and
schedule staff to ensure appropriate staffing levels based upon
anticipated patterns of call volume. Monitor staffing levels and
resources and coordinate planning for mid- and long-range
strategic plans for the allocation of resources in staffing and
systems. Position Requirements BA/BS degree in related field,
or equivalent work experience. 3-5 years increasingly
responsible and technical work experience in an incoming call
center environment, with a strong preference for annuity and/or
life insurance product and service experience. Must have working
and/or supervisory experience in a call center of 30 or more
representatives. Solid knowledge of call center metrics,
standards of performance, and staffing models. Strong
proficiency in all MS Office products, including Word, Access,
and Outlook; expert-level use of Excel is required; understanding
of reporting languages. Demonstrated strong communication skills
and a track record of successfully dealing with all levels of
management. Proven analytical skills, including the ability to
design reports to meet business information needs and to analyze
and evaluate data and to recognize and forecast trends. Ability
to handle multiple projects and priorities concurrently and
adjust work accordingly to meet shifts in priority to accommodate
business needs.
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See Job Description
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Call Center Technical Manager
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Contact Information
Travelers Life & Annuity
Hiring Manager
Hiring Manager
.
., . .
Reference Num: 276793 (include when applying)
View this job on our web site:
http://www.gojobs.com/seeker/JobDetail.asp?JobNum=290227&BID=6666&JBID=10314
Apply Online:
http://www.gojobs.com/seeker/aoFrameset.asp?JobNum=290227&JBID=10314
View other jobs from us:
http://www.gojobs.com/seeker/JobListByBID.asp?BID=6666&JBID=10314
*************** Visit us at http://www.GOJobs.com ***************
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