Analyzes contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Ensures customer service needs are met by coordinating and adjusting call volumes in a timely manner. Creates reports that will be used for capacity planning within the center. Conducts call pattern forecasting and scheduling planning activities to meet business unit goals and objectives. Coordinates with other departments when outages occur and calls must be redirected. Handles shift change requests and monitors new hire, holiday, and seasonal shift needs. May assist supervisor with monitoring staff and training new hires. May recommend operational improvements.
*Absent a reasonable accommodation or military obligation, employees must be available to work a flexible schedule (including days, nights, weekends and holidays).
Our current hours of operation are as follows:
Sunday - Saturday 5:30 am to 12:00 midnight
- High school diploma or equivalent
- Two years reporting/analysis experience and/or customer facing experience OR a combination of one year reporting/analysis and/or customer facing experience and two years of college education.
- Bachelor's Degree
In the Customer Service organization, we believe every agent should be the customer's advocate. Sprint is looking for highly motivated people who are dedicated to providing outstanding customer service and thrive on change. Join a team of highly motivated employees who believe every call is a new opportunity to re-enforce the reasons customers stay with us, because at Sprint, it's all about the customer experience!
Sprint is a background screening, drug screening, and E-Verify participating employer and considers qualified candidates with criminal histories consistent with applicable law. EOE .
US-KS-Kansas City, US-KS-Lenexa, US-KS-Overland Park, US-KS-Topeka, US-MO-Kansas City, US-MO-St. Joseph
Sprint is an Equal Opportunity Employer and has been recognized for its commitment to diversity and creating an inclusive workplace where all employees’ backgrounds, talents and contributions are valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, disability or protected veteran status. Sprint is a background screening, drug-free workplace.
Equal Opportunity Employer/Disability/Protected Veterans
If you are a qualified individual with a disability or a disabled protected veteran and need an accommodation or accessibility assistance to apply for one of our positions, you may submit a request by sending an email to firstname.lastname@example.org or by faxing your request to 913-523-9980.
“Applicants have rights under Federal Employment Laws” Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; Supplemental Equal Employment Opportunity (EEO) is the Law Poster; Employee Polygraph Protection Act (EPPA) Poster; Pay Transparency Notice Poster; and the Philadelphia’s Fair Change Hiring Law Poster.