The Communications Analyst will liaison between operations and the clients by managing the TL chat. They will also be primarily responsible for assigning/allocating leads to the agents.

• Ensure TL chat is governed at ALL times and responses to the clients are done in a timely manner
• Manage break and lunch schedules throughout the day to prevent pile-ups/performance gaps
• Liaise between Ops and the clients by communicating daily operational challenges and concerns and provide both parties with feedback and updates
• Must have oversight of Dashboard at ALL times
• Ensure employees’ tasks are reassigned effectively when applicable
• Ensure the chats and Dashboard has full coverage while you are away from your desk
• Strategically assign/allocate leads to the agents using the conversion policy as a guideline
• Manage lead cap efficiently and ensure caps are reset at the end of every shift
• Manage the queue by assigning/allocating leads efficiently to prevent a pile-up
• Ensure all correspondences are professional and well composed 
• Must be logged into ALL communication platforms daily
• Manage Basecamp priorities and ensure that assigned tasks are completed in a timely manner
• Review the previous day’s performance and send clients the list of outliers via email, detailing how they will be assigned for the current day
• Communicate the organizations’ needs while managing the reciprocal relationship between staff and company to ensure success on both ends
• Coordinate with Operational Team to ensure that lead allocation correlates with conversion 
• Must be able to work and function in a fast-paced, high stress environment with stringent monthly deadlines and quotas
• Any other duty assigned

KEY COMPETENCIES  

• Must be able to manage employees ethically and fairly while still being firm when enforcing company rules
• Strong time management and multitasking skills
• Demonstrated leadership skills
• PC skills (Word/Excel)
• Strong interpersonal skills at both agent and management levels
• Excellent Written and verbal communication skills
• Adaptable and able to move with change while maintaining a positive attitude
• Business focus which demonstrates an understanding of the company’s vision, mission and culture
• Establishes and maintains positive client relations
• Keen attention to detail 
• Strong problem solving and decision making skills.
• Must have good critical thinking and organizational skills
• Understands and demonstrates following the chain of command