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Ops. Specialist

Job ID: R-004970 Date posted: 01/09/2019 Primary Location SC-Fort Mill

To daily monitor call center volume flows and staffing levels to attain service levels and productivity goals. Work with all appropriate call center management to coordinate activities.
Duties and Responsibilities May Include:

Works closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment
Monitors site to ensure optimal staffing levels
Administers volume contingency action plans as deemed necessary and appropriate
Coordinates appropriate staffing allocation and availability of call center staff in order to exceed service level objectives
Ensure consistency of service level delivery through a team focused approach to call center management
Monitor, control and coordinate all off-line activity to attain off-line objectives while maintaining productivity and service level goals
Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s
Monitor Avaya CMS and Real Time Adherence (RTA) for agents in extended call states
Receive incoming calls from agents regarding absenteeism and then entering all relevant exceptions into the scheduling software
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Determine when and if overtime is needed to achieve KPI goals
Facilitates real-time discussions with necessary key players
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
Perform daily skill audits to ensure that all call enter agents are accurately skilled
Ensures that all reports originating from the department are accurate and reliable
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Intermediate knowledge of call center management and all related calculations
Intermediate knowledge of various forecasting and scheduling software
Strong and effective verbal and written communication skills
Strong organizational skills
Professional phone etiquette
Demonstrate flexibility
Excel under pressure with tight deadlines
Ability to work multiple tasks simultaneously
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Ability to work independently with minimal supervision.
Capability of problem solving
Able to utilize MS Office software at an intermediate to advanced level, especially MS-Excel

About LPL Financial:

LPL Financial is a leader in the retail financial advice market and the nation’s largest independent broker/dealer*. We serve independent financial advisors and financial institutions, providing them with the technology, research, clearing and compliance services, and practice management programs they need to create and grow thriving practices. LPL enables them to provide objective guidance to millions of American families seeking wealth management, retirement planning, financial planning and asset management solutions. LPL and its affiliates have more than 3,700 employees with primary offices in Boston, Charlotte, and San Diego.

Our Culture:

If you join LPL, you will join a culture that believes in delivering a world-class client experience and looks to all employees to contribute to that goal by sharing their creativity, experience, and passion for continuous improvement. As a destination of choice, our top priorities are growth and development, social responsibility, and financial health for our employees. 

We offer competitive compensation and industry leading benefits, including a wellness facility with onsite fitness classes, healthy meal choices, and a walk-in clinic. We support employee financial health through a 401k match, ESPP, and employee discounts. Work/life balance is our foundation and is supported through paid holidays, and paid time off (including time to volunteer). We foster a diverse work environment through Employee Resource Groups and diverse strategic partnerships.  

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please login or create an account to apply to this position. Principals only. EOE

*As reported by Financial Planning magazine, June 1996-2017, based on total revenue.

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  • Service and Operations, Fort Mill, South Carolina, United StatesRemove