Network Operations Specialist QVC 1,104 reviews - West Chester, PA QVC, Inc., a wholly owned subsidiary of Liberty Interactive Corporation (NASDAQ: QVCA, QVCB), is the worlds leading video and ecommerce retailer. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to approximately 300 million homes worldwide through operations in the U.S., Japan, Germany, United Kingdom, Italy and a joint venture in China. Based in West Chester, Pa. and founded in 1986, QVC has evolved from a TV shopping company to a leading ecommerce and mobile commerce retailer. The companys website, QVC.com, is ranked among the top general merchant Internet sites. Job Description Details Job Responsibilities: * Act as communication liaison between the following groups: Resource and Planning, Corporate Communications, VRU, Customer Care, Customer Services, Site Management, Broadcasting, Forecasting, Help Desk, association producers and Telecommunications. * Maintain the weekend Manager On Duty contact report. * Review upcoming programs to identify what products may have an impact to the business. * Attend and support bridge calls with Telecom or Help Desk. * Generate and maintain Senior Management reports on contact center performance. Daily, Weekly, Monthly Contact Center Statistics and Weekly Staffing reports. * Allocate yearly call volume of 100 million calls (direct inbound and overflow) evenly to agents in OS and CS and also support allocation for new businesss. Includes direct inbound and outflow calls. * Partner with AT&T Business Direct website outside vendor to make corrections and adjustments to allocators. * Monitor E-Service for support from or to CS. In addition, monitor VRU activity, making allocation modifications when necessary. * Communicate with the site MOD teams to identify business trends or staffing concerns. * Coordinate site Roundtables, fire drills, and unforeseen events ( e.g. air conditioning system fails) with Telecom and MODs. * Enter Hot News online Communications to OS/CS reps. Send real time scrolling messages to OS/CS Reps computer screens via the Reference Maintenance Message System. * Maintain and manage databases to support site management and Staffing: biweekly reporting to management, VRU call and Order performance, Network call activity from AT&T, Overtime analysis and Product Line initiative-specialized services. * Responsible for implementation of real-time staffing strategies: recommending Time off, suspending planned activities and agent skill assignments. * Generate and maintain the following intraday reports to support management: Shift Summary and Narrative, Transfer, Time Off, Incident Report Summary, Hourly Service summary. * Update and maintain Customer Service reports. Contact Center Statistics, Shift Summary, and Hourly Abandon. * Update Tap Ops Exceptions files every morning to have the correct exceptions showing in Tap Ops for the day. * Coordinate and facilitate conference calls with the Contact Center MODs nightly, weekends and additional calls when in season. * Create and Maintain ad hoc reports at the request of the Network Operations/VRU Manager. * Prepare system and text list for the recording, editing, and downloading of voice data for the VRU. * Review VRU feedback; researches and follows up on issues. Prepare weekly/monthly feedback summary reports and works with Manager to identify service gaps. * Test IT program changes and new functionality on the VRU. Provide IT with feedback on the performance level resulting from system changes * Ability to learn new computer systems quickly. * Demonstrated attention to detail and follow through skills essential. * Excellent oral and written communication skills. * Ability to think independently and use good judgment to make decisions.