Job Description

Summary_____________________________________________________________

A Contact Operator is a workflow facilitator.  This includes ensuring that the newest information is uploaded to the dialing system before any campaigns are run, reducing agent idle time and minimizing outbound call abandonment.  They provide frontline support to managers and agents alike and reduce the cost when switching agents within the call center between call activity types. 

Duties & Responsibilities

Work Flow

• Start and stop campaigns per schedule
• Communicate the current campaign, WorkAssist track or Fly Track with agents and management
• Focusing efforts on areas of need (client performance, penetration or revenue) as communicated by management
• Build, run and monitor fly tracks
• Enforce the agent’s adherence to the schedule of work by monitoring activity in WorkAssist, the dialer or fly tracks and pointing out to management

Productivity

• Monitor and report on dialer agent productivity including long wrap up times, low call counts, inappropriate statuses, etc. 
• Point out areas of additional training need to management within the dialer staff
• Help monitor and manage URS’ clean desk policy

Reporting

• Complete ad-hoc and scheduled requests from management for information relating to the call center for specific clients and/or general information.
• Complete daily reporting on agent call and availability metrics.
• Review daily exception reports and escalate as necessary.