Customer Service Queue Monitor

Protecting what matters most. Countrywide Insurance Group works to provide clients with a more complete spectrum of insurance solutions -- and our people with a greater range of rewarding opportunities. Learn more about our innovative solutions, as well as our network of specialized technologies and customized career paths.Customer Service Queue Monitor  Primary Responsibilities Include:·  Monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis·  Maintaining expected occupancy, service levels, abandon rate, and ASA·  Taking appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff·  Maintaining key metrics alerting the Workforce Management team, and Operations team when appropriate·  Communicating with all members of the Workforce Management team to provide information on resources and workload movement·  Recommending adjustments in staffing to maintain an optimal service level and occupancy.  This is achieved through soliciting overtime, early dismissal, team meetings and training, monitoring agents’ off-phone activities and re-skilling agents (when necessary)·  Entering late calls, sick calls, and no calls to their appropriate Performance Development Leaders·  Monitoring and recording associate lunches and breaks ensuring strict adherence to the schedule·  Maintaining system outage log to ensure consistent documentation of outages·  Advising the Operations team when there are an excessive number of calls in queue and invokes the Call Queue Escalation Procedure·  Performing additional responsibilities as assigned by WFM Management   A Successful Candidate Will Have:·  High School diploma or equivalent·  Understanding each of the key metrics, including expected occupancy, service levels, handle time, abandon rate, and ASA, the method of measurement and the impact to the overall operation.·  Demonstrated initiative, adaptability, and decisiveness in communication·  Strong interpersonal, communication, and analytical skills·  Ability to work independently to meet team objectives·  Ability to manage multiple tasks and aggressive timelines   The Ideal Candidate May Also Possess:·  Experience with scheduling software (eWFM, IEX, TCS, or related system)   Countrywide is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE. M/F/D/V.