Call Center Specialist

Description We are in search of a dedicated Call Center Specialist to be a part of our team in Wichita, Kansas. As a Call Center Specialist, you will be primarily responsible for managing call volumes, coordinating schedules, and assisting in the creation of service metrics and targets. This role provides a short-term contract employment opportunity in the telecommunication industry. Shift is 12pm-9pm, Tuesday-Saturday or Sunday-Thursday.Responsibilities: Manage the call volume, daily attendance, and program break schedules to ensure the right number of agents at the right time. Assist with the creation of metrics and targets for services. Monitor agent status in real-time using various software tools like Avaya CMS and Microsoft Excel. Oversee inbound operations to ensure optimal staffing levels, including managing call volume, project Lists, and Pending Lists. Generate hourly/bi-hourly Intraday Reporting. Conduct real-time schedule management, including break and lunch optimization, and schedule changes. Collaborate closely with the operations team to analyze and help improve their delivery processes. Generate ideas for process and service improvement planning. Handle complaint handling and answer inbound calls as part of call center customer service. Assist with projects and other duties as requested or assigned.Requirements Proficiency in Avaya CMS is essential Demonstrated experience with Microsoft Excel Familiarity with the About Time software Capable of effectively answering inbound calls Experience in call center operations is a must Proven ability in handling customer complaints Prior experience in call center customer service is required Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .