If you’re in the Tempe, AZ area and are looking for a part time call center job, look no further! Countrywide Home Loans is currently looking for part time call center consultants. If you can answer a phone, assist customers and accept payments, you qualify!

Here is the full job listing:

Part Time Any Time Call Center Representative
Tempe, AZ 85281
Meet America’s Dream Team – Countrywide Home Loans. When you’re the nation’s number one source for home loans*, every day offers ways to make a difference in people’s lives – and incredible bounds in your career. Come be the voice of a company committed to helping people’s dreams come true. Including yours.

Part -Time ANYTIME Call Center Representative

Primary Responsibilities Include:
· Answering mortgagors and or third-party telephone-inquires regarding real-estate loans in an inbound/outbound, high-volume call-center
· Finding solutions for customers who are encountering temporary financial difficulties
· Resolving customer issues by identifying reasons for default and establishing promises to pay
· Collecting mortgage payments, outstanding fees and corporate advances

Part-Time ANYTIME Schedule:

You will be able to choose ANY SHIFT between the hours of 6:00AM to 9:00PM Tuesday through Saturday, has to be a minimum of 4 hours a day.

**Would need to be able to train at 5:00pm-9:00pm shift for at least 10 weeks, and then will be free to choose any shift and can change your shift on a weekly basis.

A Successful Candidate Will Have:
· High school diploma or GED
· 1+ year(s) or related experience—including at least 6 months experience in a high-volume, customer-service environment
· Excellent communicational, comprehension, listening and negotiating skills
· PC proficiency—with ability to simultaneously access and navigate through several computer applications
· Excellent comprehension, listening, negotiating and basic mathematical abilities
· Excellent verbal and written communication skills
· Effective organizational and self-motivational abilities
· Ability to multi-task and problem-solve in a high-volume, production-oriented environment

The Ideal Candidate May Also Possess:
· Completion of college coursework in a related discipline
· Mortgage-banking and call-center experience
· Excellent customer-relation skills
· Ability to accurately and expediently handle heavy phone-activity

If you think this job is for you, you can apply here.

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Posted by Brandon Hopkins in Call Center Jobs.

Home Depot Contact Center Associate - Bilingual Job Overview

Job Description

The Contact Center Associate works in a call center environment in Home Depot’s Associate Support Center that provides quality customer service to associates and managers by handling inbound calls related to pay and HR issues and ensuring the caller’s needs are met in a timely manner. The contact center associate:

* Handles incoming calls, identifies and documents issue, processes the necessary transaction or escalates the issue to Tier II for further research and resolution
* Supports organization changes through high volume transactional support as needed
* Processes transaction requests received via call, mail, fax or email

ENVIRONMENTAL JOB REQUIREMENTS

* Located in a comfortable indoor area
* Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situation

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

* Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment.
* Excellent interpersonal skills.
* Bilingual Spanish is a plus but not required
* Good written and verbal communication skills
* Exceptional phone skills

Job Requirements
MINIMUM QUALIFICATIONS:

* Must be eighteen years of age or older
* Must pass the Drug Test
* Must pass the Background Check
* Must pass pre-employment tests if applicable
* EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED
* Must have at least one year of relevant work experience
* Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
* On rare occasions there may be a need to move or lift light articles.

PREFERRED QUALIFICATIONS

* BILINGUAL (SPANISH) IS NEEDED!
* FULL AND PART-TIME POSITIONS AVAILABLE!
* Customer service or HR experience preferred
* Excellent interpersonal skills
* Basic computer and phone knowledge
* Patience, teamwork, motivation, upbeat and a great attitude
* History of punctuality and good attendance
* Associate Degree or some college education preferred
* High School Diploma
* Bilingual

For more information on this call center job with Home Depot in Atlanta, Georgia click this link.

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Posted by Brandon Hopkins in Call Center Jobs.

This is a guest post from Lavarthi Santosh. Lavarthi has 5 years of experience in BPO industry. He can be reached at the following email and phone numbers:

Email id : lavarthisantosh@hotmail.com
Mobile : 91+ 9886035080 (India)

What is agent Occupancy & Calculation of Occupancy?

Occupancy is the time spent by an Agent handling calls.
Occupancy is the result of call volumes, Number of agents staffed, CHT & Service levels.

Example: Half Hour Sector

Let us assume that Agent is logged in for 30 Minutes. Out of the 30 Minutes of the total logged in time he might have spent 15 Minutes on ACD time (Talking to the Customer), 8 Minutes he had spent on ACW time (After Call work/Wrap Time), 2 Minutes he had put the Customer on hold (Hold time) and rest 5 Minutes he had spent waiting for the call. Now here the calculation would be

ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ AVAIL Time

= 15+8+2 / 15+8+2+5
= 25/30
= 0.8333
= 83.33% is the agent Occupancy / Agent Utilization

Example: Full Day Agent Occupancy

Let us assume that Agent is logged in for 9 Hours. Out of the 9 Hours of the total logged in time he might have spent 6.5 Hours on ACD time (Talking to the Customer), 0.5 Hours he had spent on ACW time (After Call work/Wrap Time), 0.5 Hours he had put the Customer on hold (Hold time) 1 Hour he was on Regular breaks and rest 0.5 Hours he had spent waiting for the calls. Now here the calculation would be

ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ Break Time + Avail time

= 6.5 + 0.5 + 0.5 / 6.5 + 0.5 + 0.5 + 1.0 + 0.5
= 7.5 / 9
= 0.8333
= 83.33 % is the Agent Occupancy / Agent Utilization

Example: Full Day Agent Occupancy with Trainings and Meetings

Let us assume that Agent is logged in for 9 Hours. Out of the 9 Hours of the total logged in time he might have spent 5.5 Hours on ACD time (Talking to the Customer), 0.5 Hours he had spent on ACW time (After Call work/Wrap Time), 0.5 Hours he had put the Customer on hold (Hold time) 1 Hour he was on Regular breaks, 0.5 Hrs in a Training Session, 0.5 Hrs in Meetings and rest 0.5 Hours he had spent waiting for the calls. Now here the calculation would be

ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ Break Time +Training Time + Team Meeting Time + Avail time

= 5.5 + 0.5 + 0.5 / 5.5 + 0.5 + 0.5 + 1.0 + 0.5+0.5 +0.5
= 6.5 / 9
=0.7222

=72.22 % is the Agent Occupancy / Agent Utilization

What should be the Ideal Occupancy In any Call Center?

I would recommend that a comfortable and sustainable level of occupancy should be around 80-85% - if agents are working at a higher level than this on a regular basis, then it will result in staff turnover.

OCCUPANCY AND IT EFFECTS ON OTHER WFM METRICS

1. Occupancy is inversely proportional to service level.
Higher the service level lowers the occupancy.
Lower the Service level higher the occupancy.
2. Occupancy is directly proportional to ASA (Average speed of answer)
Higher the Average speed of answer, Higher the occupancy level
Lower the average speed of answer, Lower the Occupancy level.

OTHER WAYS OF CALCULATING OCCUPANCY

Here we intend to use only 2 attributes

1. Total staffed time
2. Wait time

Formula:

Occupancy = Total staffed time – Wait time / Staffed time

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Posted by Brandon Hopkins in Call Center Tips, Guest Posts.