What you'll do in your role

The Customer Solution Coordinator will help to ensure operational efficiency within the Solution Center Customer Service Department at Russell Cellular. As the Customer Service department strives to maintain service level agreements, the Customer Solution Coordinator will provide analytics behind workforce, staffing, traffic forecasting, and queue efficiency.

We want you to be a Solution Center Expert
Bring individualism and passion to our department. Being an Expert is about creating experiences that make our employees feel valued, building trust through resolution, and bringing your passion! We’ll count on you to deliver the best experience to every employee and customer every time.

A little about Russell Cellular

Russell Cellular is a Verizon Wireless Premium Retailer that has been in business since 1993. Russell Cellular is part of Verizon’s Big 6 program and was awarded Verizon Wireless Partner of the Year for 2018. Our Corporate Headquarters is based in Battlefield, MO. Our mission is to be the most successful and respected agent in the markets we serve. Our success will not be a matter of chance, but of commitment to the core values that define us.

Russell Cellular has three pillars we live by: Opportunity, Value and Team.

Opportunity: Russell Cellular will partner with you to grow your career by providing ongoing opportunities to increase your skills and achieve your career aspirations.

Value: All Russell Cellular employees deserve to feel valued and we do our best to ensure that happens

Team: We are all a team here at Russell Cellular and should always be willing and able to work as one.

Duties and Responsibilities

• Forecasting anticipated call volumes by day and by the hour to efficiently utilize staffed agents.
• Leverage historical answer / unanswered rates to adjust workforce as needed.
• Implementing staffing models to account for agents staffed, vs. agents needed.
• Evaluating and implementing schedule/shift models that drive for service level balance.
• Evaluate average calls per agent and average time per call against what is needed to maintain service level balance.
• Implementing shift bids, mini bids, and Flex schedules as needed to respond to the needs of our customers most effectively.
• Develop agent break schedules that balance legal requirements against service level targets.
• Evaluate current pause usage and approval processes for understanding and recommendation of new processes.
• Monitor the Customer Service queue for efficiency. Troubleshoot bottlenecking and breakage with team members. Engage IT / QueueMetrics help desk as necessary for resolution.
• Agent systems response for common issues in regard to software errors
• Department training/meeting schedule.
• Store closure communication to the frontline.
• Maintain site turnover and staffing reports.
• Maintain site monthly data reporting.
• Produce supplemental performance reporting as needed.

Why Russell Cellular?

• Besides all the reasons listed above here are a few additional perks:

• Health, dental, vision, life insurance and 401K after 1 year; as well as paid time off and company holiday
• Listed in Inc. 5000's Fastest Growing Private Companies in America in 2014, 2015, and 201
• 400+ locations & 1700+ employees with continued growth yearly