Support Admin

Broadway Support Services is an affiliate company of one of the US’s largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients’ number one advocate to help them reestablish financial stability as quickly as possible.

Overview

This position will monitor real-time performance within Customer Service contact centers on site at Broadway Support Services. The main focus will ensure team members are in queue and returning timely to assist clients. Actively communicate issues to Client Success leadership, executive management and the business units. Report any staffing issues or changes and assist with implementing procedures as appropriate.

Responsibilities

• Actively monitor team members at the call center location to assist with time and attendance and increase adherence with Client Success

• Monitor schedules, break and lunch schedules for Client Success at Broadway Support Service location(s)

• Notify Client Success leadership of issues and performance issues on a timely basis and take actions necessary to correct with leadership partnership

• Advise WFM on service delivery issues with changes to staffing at location(s)

• Partner with internal (telecom, IS, routing specialists, etc.) resources to manage and resolve service impacting events

• Provide feedback on results highlighting both areas of success as well as areas of opportunity

• Suggest solutions for improved future results

• Analyze attendance and behavioral patterns for call center location(s) on a regular basis and make recommendations for improvement to the management team

Qualifications

• 2 years experience with customer service or workforce management

• The employee is expected to be punctual and ready to report to work on a consistent basis

• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

• Proficient in the use of Microsoft Office with an emphasis on Excel

• Proficient in the use of Workforce Management Software (Teleopti, Calabrio, etc)

• Strong knowledge of automated call distribution systems (Twilio, Avaya CMS, etc.)

• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee’s success and growth within the company, through our employee mentorship and leadership programs.

Our Extensive Benefits Package Includes

• Law Benefits
• Private insurance
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment