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Real Time Operations Specialist

Job Location Jefferson, Louisiana

Overview

Sleep Number is bringing a new contact center to New Orleans, and we're hiring top talent to join our passionate team of customer and product advocates. Our Customer Service team conveys passion for our product and customers, and represents our brand with the highest integrity. The Real Time Operations Specialist role is to execute the daily real time Relationship Center Operations work streams. This position plays a key role in supporting efficient operations, service level, and collaborating on insights to improve operations. Additionally, the role will provide support for RTO Lead around real time attendance and performance measures. The Specialist will be a support for monitoring our inbound/outbound contact flow between all locations of the Relationship Center.

Responsibilities

Service Level & Queue Support

  • Support CRC threshold and activity alarms reaching out to departmental leaders on trends
  • Track activity of agents and alarms including root cause
  • Contribute to RTO Lead communications to team on daily report summaries for agents
  • Monitor queue through Cisco Webview/RTA/Q-Watcher and take appropriate actions, including IVR system adjustments on call flow to individual CRC Reps and between all locations
  • Log and report out interval call metrics as well as logging and communicating significant events
  • Communication of issues to RTO Lead along with any ideas around process improvement in order to continuously improve our real time operations
  • Other responsibilities as assigned.

Qualifications

  • 0-1 years of contact center experience required
  • Consistently meeting in all aspects of performance, including attendance
  • Minimum of 3 months or more of experience at Sleep Number
  • Expert proficiency with workforce management systems
  • Knowledge of contact center operations
  • Proficiency with analytics/numerical reasoning
  • Effective interpersonal communication, verbal and written
  • Strong prioritization and multitasking skills
  • High School Diploma required
Job ID 2017-16103
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  • Consumer Insights, Jefferson, Louisiana, United StatesRemove