Workforce Real-Time Analyst (Remote)
Description
Workforce Real-Time Analyst (Remote)
Primary Responsibilities:
- Continuous monitoring of the Customer Service Center (CCSC) Network call flow using Cisco Real Time Monitor, AT&T Call Attempt Monitor, NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone Analyzer
- Compile and analyze call flow trend graphs and statistics
- Compile and maintain accurate reports
- Communicate business impacting trends to CSC's and other field units
- Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels
- Keep logs of all trouble reports
- Problem resolution with ITSD or Home Office Support and outside vendors including AT&T and Cisco
- Perform other assigned tasks as assigned
- Drives for Results - Acts decisively and quickly, sets aggressive goals and takes appropriate risks, creates a culture of continuous improvement and actively search for ways to do more with less.
- Applies Critical Thinking - Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.
- Executes with Excellence - Develops and prioritizes plans that help achieve Company goals, executes plans that are well-organized and efficient, delegates work effectively and communicates expectations to others.
- Takes Accountability - Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it's hard.
- Embraces a Growth Mindset - Applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.
- Demonstrates Leadership - Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.
- Requires a minimum of 6 months call center experience
- Above average written and oral communication skills
- The ability to work day, night, weekend and holiday shifts
- The ability to accept and work with change on a continual basis
- Detail oriented with good organizational skills
- Working knowledge of Windows, Excel, Word and other Microsoft business applications
- Requires the ability to work, problem solve and make decisions without direct supervision
- Previous experience with Nice/IEX desired.
- Review historical data regarding Volume, AHT & Shrinkage
- Monitor call queues and real time adherence
- Effectively create, communicate and excute staff plan changes based upon business needs