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Real Time Specialist ECC


Rocklin, CA, US

Company:  AmeriGas Propane, Inc.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 2 million residential, commercial, industrial and motor fuel propane customers.  Together, our 8,500 dedicated professionals will deliver 1.5 billion gallons of propane from 1,400 distribution points across the United States.

Job Summary:

Monitors inbound call traffic and ensures efficient call distribution based on staff availability. Has primary responsibility for alerting Workforce Management Analyst when incoming calls are not meeting the call center response standards. Produces, updates, and maintains agent schedules which include scheduling all off-phone events. Also enters exceptions for approved off-phone activity.

Key Characteristics: 
Analytical - ability to understand the historical and current call volume activity levels and effectively communicate real time concerns to leadership so that customer service standards are met.
Responsive – Must be organized and able to provide timely responses to agents and leadership on schedule changes and real time activity.

Duties and Responsibilities:

Monitors inbound call traffic – Monitors the real-time performance of all agents to ensure they are working within the guidelines established, communicating any infractions using the existing call escalation process.

Schedule Maintenance – Produces and updates agent schedules, including permanent and temporary changes to scheduled work hours. Enters approved exceptions to agent schedule for non pre-scheduled off-phone activities. Updates approved time off requests to schedules.

Call Center Performance Reporting - Generates various reports on agents schedules, call center performance, etc.

Job Description:

Communications - Keeps Workforce Management Analyst immediately and fully informed on call center activity which may include but is not limited to customer service levels, staffing needs or systems issues.

Other duties - May perform other related duties and responsibilities as assigned.

Knowledge, Skills and Abilities:

Must have applicable computer software knowledge, analytical forecasting ability combined with strong communications skills to be successful. Must enjoy working with a large volume of employees at all levels.

Education and Experience Required: 
High School education or GED. Prioritization and multi-tasking skills. Strong analytical skills. Demonstrated proficiency with Microsoft Excel. Call Center experience. Verbal and Written communication skills.

AmeriGas is a Drug Free Workplace.  Candidates must be able to pass a pre-employment drug screen and a criminal background check.  AmeriGas is an Equal Opportunity Employer.

Nearest Major Market: Sacramento

Job Segment: Temporary, Call Center, Contract, Customer Service