Molson Brewing Company
Development of call analysis and trends to support continuous improvement of the environment
Ensure employees reach the desired level of service and take corrective action.
Conduct effective resource planning to maximize resource productivity (people, technology, etc.)
Updating and recording responses in the Weekly Status Report, managing group meetings and asking questions to better understand the calls that representatives receive
Training and training of representatives on processes and practices
Monitor productivity and performance expectations and deliver to employees on a regular basis.
Education and work experience required:
Bachelor or Master in Business Management, Engineering, Computer Science or equivalent
Usually 2 years experience
Call Center Management Experience
Background with Contractor Service Level Agreements
Sign with statics with call volume and call quality
Experience with the performance management tool (Blue Pumpkin Management Tool)
Previous experience in building or improving call centers
Healthcare experience is perfect (Medicaid, Medicare)