The Position This position is the main resource for scheduling CSR�s using the IEX software. 
 

Responsibilities 
 

Determining staffing levels based on call volume and available resources.  Coordinate and adjust employee requests/needs with our business needs.  In addition, to be capable of providing support as needed for special projects and analysis of IEX data.  Maintain an accurate CSR schedule and conformance database using IEX Software.  Maintain database of employee schedules and phone adherence.  Document through IEX and special reporting all non-conformance issues.  Make decisions regarding all CSR scheduling, both on a standard scheduling level and on a day-to-day basis.  Provide administrative assistance to Manager as needed to address daily needs of department.  Provide administrative assistance to Manager as needed for special projects.  Determine best method(s) to resolve problems to ensure customer satisfaction and adhere to company policies.  Provide assistance as needed to Supervisors.  Provide back-up support as needed to CSRs.  Provide follow-up with department members as necessary.  Assist with floor training of newer CSRs.  Possess skills needed to provide CSR support both technical product support and systems support.  Provide back-up support to Supervisors as needed.  Be available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor.