LaSalle Network has partnered with a leading fintech company to hire a Call Center Operations Specialist for their Lodging line of business located in Wichita, KS. This entry-level role involves managing call volumes and ensuring that service level agreements are met, overseeing a team of approximately 80 representatives and collaborating with various teams to optimize operations. You will report directly to the Workforce Management Manager. This role will be onsite for two weeks of training but will move to fully remote.
Call Center Operations Specialist Responsibilities:
- Manage call volume, daily attendance and program break schedules to ensure optimal staffing levels
- Monitor agent status in real-time using tools like CMS and Nice WFM
- Assist in creating metrics and targets for service delivery
- Conduct hourly/bi-hourly intraday reporting and manage real-time schedules, including break and lunch optimization
- Collaborate with operations teams to analyze and enhance delivery processes
- Generate ideas for process and service improvement
- Assist with projects and other assigned duties as needed
Call Center Operations Specialist Requirements:
- Preferred experience with call center management software such as Avaya, Cisco or NICE inContact
- Strong Excel skills and proficiency in Microsoft Office applications (Word, Outlook, PowerPoint)
- Proven problem-solving skills, with the ability to identify root causes and implement solutions
- Detail-oriented and organized with excellent time management skills
- Ability to thrive in a fast-paced environment with changing priorities
- Training Monday to Friday, 8:00 AM – 5:00 PM for two weeks on-site
- Work remotely with schedules of either Tuesday-Saturday or Sunday-Thursday, 12:00 PM – 9:00 PM or 12:30 PM – 9:00 PM (30-minute lunch break)
- Home office setup and company-issued equipment are provided
- Interviews can be conducted via Zoom/Teams or on-site, and the position is available for an immediate start
If you're ready to make an impact in a dynamic and rapidly growing company, we encourage you to apply!
Thank you,
Kimberly Mosher
Senior Project Manager
LaSalle Network
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.
LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets. LaSalle Network offers temporary Field Employees benefit plans including medical, dental and vision coverage. Family Medical Leave, Worker's compensation, Paid Leave and Sick Leave are also provided. View a full list of our benefits here: View a full list of our benefits here.
