high School diploma OR equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
1 year experience in Refrigeration Alarm Monitoring, Facilities Contact Center, Refrigeration service/operations support, or equivalent experience in a customer support environment with high call/queue volume
A valid driver's license
knowledge of quality assurance principles, training effectiveness, and performance gap analysis
knowledge of data analysis principles and reporting to identify trends and training needs
intermediate knowledge of Microsoft Word and Excel
Preferred Qualifications
Associate’s degree in Business Administration, Technical/Industrial discipline, or other analytical discipline
2 years’ experience in the Publix Facilities Contact Center as a Contact Center Specialist or with the Refrigeration Alarm Monitoring Team OR 2 years’ experience as a trainer in a Customer Service environment handling ACD metrics
knowledge of the following computer applications: Ultrasite, StoreView, Bugle, Connect+ and ServiceNow
advanced knowledge of refrigeration systems fundamentals and alarm conditions (as applicable to Publix stores)
advanced knowledge of Refrigeration Alarm Monitoring escalation process and communications
working knowledge of work management tools and documentation standards used to track alarms, outages, and follow-up actions
advanced knowledge of Microsoft Excel
intermediate knowledge of Microsoft PowerPoint
Facilities
Numbers & Facts
Location
Lakeland, FL
Skills
Analysis Skillsunmatched
Business Administrationunmatched
Call Center Evaluationunmatched
Call Centersunmatched
Call Volumeunmatched
Customer Support/Serviceunmatched
Data Analysisunmatched
Documentation Standardsunmatched
Driver's Licenseunmatched
Facilities Managementunmatched
Gap Analysisunmatched
Metricsunmatched
Microsoft Excelunmatched
Microsoft PowerPointunmatched
Microsoft Wordunmatched
Needs Assessmentunmatched
Operational Supportunmatched
Performance Analysisunmatched
Quality Assuranceunmatched
Refrigerationunmatched
ServiceNowunmatched
Training/Teachingunmatched
Trend Analysisunmatched
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