• Location:
  Delaware, DE 19801
• Salary:
  
  Salary commensurate with experience
• Job Status/Type:
  Full Time, Employee
• Job Category:
  Customer Support/Client Care
• Work Experience:
  2+ to 5 Years
• Career Level:
  Experienced (Non-Manager)
• Occupation:
  Call Center;General/Other: Customer Support/Client Care;Technical Customer Service
• Education Level:
  Bachelor's Degree

• Reference Code:
  6596.1072

Systems/Real-Time Monitoring Analyst

Description:
ShareBuilder Securities, a leading provider of online investment services, is expanding its team to meet the growing needs of our business. We are looking for a Systems/Real-Time Monitoring Analyst to support the applications used within Sales & Service including scheduling, forecasting, and real-time monitoring.

Essential Functions:
* Real-time monitor Associate adherence
* Proactive management of queues ensuring optimal service levels
* Manage schedules including optimizing Associate off phone activity (shift changes, PTO, OT, etc.)
* Administer call center applications and tools including Workforce Management
* Analyze call center procedures and processes, and make recommendations for improvement
* Supporting applications used within Sales & Service
* Provide daily, monthly, and on-demand reporting
* Attentive to subtle changes in queues which may require troubleshooting or analysis on drivers of volumes
* Assist in creation and distribution of all relevant Sales & Service policies and procedures
* Maintain effective relationships with outside departments through clear communications
* Communicate, demonstrate and inspire in others ING DIRECT's vision and corporate values

Qualifications:
* 1-3 years of Customer contact and Workforce Management experience
* Bachelor's degree in business, computer sciences, or a related field or equivalent combination of education and experience
* Experience with all of MS Office Suite
* Familiar with Workforce Management concepts
* Excellent business analysis, communication and documentation skills
* Ability to be assertive and make decisions
* Attention to detail - Ability to pick out the small issues before they become larger issues with significant impact
* Attitude - Believes in the Brand, maintains a positive attitude in the workplace and is able to challenge ideas in a positive manner
* Reliability - Ability to deliver on objectives, understands confidential nature of tasks, and is able to work independently in accomplishing those tasks

Working Conditions
* May be required to work outside of normal business hours
* May be required to work overtime

Salary/Benefits: Salary commensurate with experience
ING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans and fitness programs.

Job Location: Wilmington, DE

Job Number: 6596


Company Profile:
Why join the ING DIRECT team? As the #1 direct bank in the U.S., we're fostering a nation of savers by providing innovative financial products that are easy to use. We seek people with the same passion to join our team. If you are an energetic person who wants to help us grow a different kind of bank, we look forward to hearing from you. To learn more, visit us at ingdirect.com.

Salary/Benefits:

Salary commensurate with experience

Location:
Delaware, DE 19801

Job RefCode:
6596.1072