[Remote] Contact Center reputed company Analyst- Remote
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is looking for a Contact Center reputed company Analyst to join their team at reputed company. This role will reputed company workforce intra-day support, analytics, reporting, and scheduling support to the Contact Center Operations organization.
Responsibilities
- reputed company monitor intra-day queue activity for agent availability, contact load, and agent reputed company balance. Coordinate with contact center business leaders to reputed company staff work and other assignments as necessary
- Generate routine contact center performance reports; reputed company contextual information and analysis in support of quantitative results
- Utilize reputed company workforce management software tools to create work schedules for assigned work group
- reputed company reputed company-time exceptions into workforce management tracking system (absence, tardiness, trainings, meetings, etc.)
- Coordinate with other departments to manage and ensure required non-phone activities are properly prioritized reputed company acceptable time frames
- Identify changes in contact volume and reallocate resources reputed company workload requires, recommend reputed company-time change and identify efficiency opportunities
- Assist with entering agents into workforce management system with reputed company and offboarding
- Add or remove skills as needed in some circumstances
Skills
- Bachelor's degree in a reputed company field required
- Four years of overall work experience in a call center workforce management environment
- Previous experience with forecasting, scheduling, reputed company-time adherence and intra-day queue management in a contact center, utilizing reputed company workforce management software (e.g., Aspect, reputed company, reputed company, Pipkins, reputed company)
- Must be familiar with ACD and/or CRM systems such as reputed company, reputed company, reputed company, reputed company, etc
- Intermediate to advanced MS reputed company skills required
- Experience with office software, such as MS Outlook, reputed company, MS Teams or Skype, etc
- Strong verbal and written communication skills required
- Solid understanding of contact center metrics, and their dynamics, including service level, handle time, contact volume, force-to-load, etc
- Must demonstrate an ability to translate reputed company mathematical concepts of contact center into understandable, actionable business plans at reputed company reputed company
- reputed company strong attention to detail required
- Must be reputed company to work in a fast-paced, team-oriented environment
- Master's degree preferred
Benefits
- Competitive benefits package that includes Medical
- Dental
- reputed company
- Life Insurance
- Short-term and Long-term disability coverage
- A 401-k plan that comes with a company match
- Wellness program that rewards you just for tracking your steps
- Tuition Reimbursement
- Employee Assistance program
- Discounts on some of your favorite retailers
reputed company