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Technical Help Desk 1

Company: Kforce Technology
Location: Saint Louis
Posted on: November 22, 2021

Job Description:

RESPONSIBILITIES:Kforce has a client in Saint Louis, MO that is seeking a Technical Help Desk 1. Responsibilities:

  • In this role, the Technical Help Desk will use ACD phone system to assist with maximizing the effectiveness of scheduling, systems, performance metrics, data analysis, reporting and overall operational functions for all lines of business and all locations
  • Evaluate staffing adjustments and re skilling of agents as necessary to provide adequate phone coverage
  • Monitor real-time call activity at various call centers and make necessary staffing adjustments
  • The Technical Help Desk will coordinate scheduling of all offices with call center supervisory staff
  • Monitor agent productivity and provide feedback to call center supervisory staff
  • Generate reports daily, weekly, monthly, annually and ad hoc
  • Detail forecasts, plans, schedules and performance, both in advance and in review
  • Identify, evaluate and report call center issues and differentiate between workflow, technical, external or staffing
  • As a Technical Help Desk 1, you will work directly with the department head on strategic planning and new business implementation and forecasting Job Requirements:REQUIREMENTS:
    • 5+ years of customer service experience
    • Working knowledge of telephony systems and call center technology and vocabulary
    • Experience with manpower planning and scheduling
    • Experience with forecasting and trending
    • Proficiency with all MS Office applications including Excel Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Keywords: Kforce Technology, St. Louis , Technical Help Desk 1, IT / Software / Systems , Saint Louis, Missouri

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