Contact Center - Traffic Team Associate
Sports Endeavors, LLC, Hillsborough, NC, United States
Posted Tuesday, April 21, 2026 at 4:00 AM
Contact Center - Traffic Team Associate
We are seeking a dynamic, hard-working professional with a strong focus on customer service and a desire to work for a fast-paced, entrepreneurial organization. Successful candidates will have exceptional analytical skills and a "roll-up your sleeves" attitude. The Traffic Team Associate will analyze and manage real-time staffing levels and adherence to maintain appropriate phone and email coverage.
Major Accountabilities / Essential Duties / Responsibilities
Real-time adherence monitoring (ensuring that agents are adhering to their scheduled work and break schedules)
Managing queues to make sure enough agents are handling call and email volume
Providing break schedules to agents on a daily basis • Follow up with agents regarding real-time schedule adherence
Notifying coaches of break/schedule violations
Assisting agents with issues such as computer problems, adjusting break schedules, etc.
Managing callback volume (which includes giving them to agents and working on them as well)
Completing reports as needed (Daily Report, etc.)
Keeping a daily log with hourly call volume and abandon rate results including a brief description of any extenuating circumstances
Providing daily updates
Requirements
Demonstrates good attendance
Ability to motivate and cultivate the respect of others
Great attention to detail skills
Strong communication skills, written and verbal
Uncompromising integrity
Ability to interact with a wide variety of individuals (internal and external), positively and effectively
Must be able to work alternating Saturdays and overtime during peak volume periods
Own and use a cell phone, ideally with cell service, to access a multi-factor authentication app (ex. Duo or MS MFA) which confirms identity for our IT network
#J-18808-Ljbffr
Contact Center - Traffic Team Associate
We are seeking a dynamic, hard-working professional with a strong focus on customer service and a desire to work for a fast-paced, entrepreneurial organization. Successful candidates will have exceptional analytical skills and a "roll-up your sleeves" attitude. The Traffic Team Associate will analyze and manage real-time staffing levels and adherence to maintain appropriate phone and email coverage.
Major Accountabilities / Essential Duties / Responsibilities
Real-time adherence monitoring (ensuring that agents are adhering to their scheduled work and break schedules)
Managing queues to make sure enough agents are handling call and email volume
Providing break schedules to agents on a daily basis • Follow up with agents regarding real-time schedule adherence
Notifying coaches of break/schedule violations
Assisting agents with issues such as computer problems, adjusting break schedules, etc.
Managing callback volume (which includes giving them to agents and working on them as well)
Completing reports as needed (Daily Report, etc.)
Keeping a daily log with hourly call volume and abandon rate results including a brief description of any extenuating circumstances
Providing daily updates
Requirements
Demonstrates good attendance
Ability to motivate and cultivate the respect of others
Great attention to detail skills
Strong communication skills, written and verbal
Uncompromising integrity
Ability to interact with a wide variety of individuals (internal and external), positively and effectively
Must be able to work alternating Saturdays and overtime during peak volume periods
Own and use a cell phone, ideally with cell service, to access a multi-factor authentication app (ex. Duo or MS MFA) which confirms identity for our IT network
#J-18808-Ljbffr