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Jr Call Center Analyst

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Description

Summary  

The Workforce Management Analyst is responsible for day to day management of command center operations. Including, daily telephony management, workforce & staffing-level management, data analysis, reporting and software administration.  Successful candidates will be focused on solutions, perform at a high level in a fast-paced environment and excel in collaboration amongst a multi-level analyst team. 


ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Identify and execute daily strategy adjustments or enhancements to drive contact center performance
  • Manage daily task execution within workforce management software suites
  • Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
  • Ability to analyze and organize data in MS Excel (based on business need)
  • Provide trend analysis and feedback to command center leadership focused on improved business performance
  • Maintain daily schedule, adherence and activity within workforce management
  • Communicate with multiple lines, and levels, of business
  • Manage intra-day attendance communication line for contact center employees

Other Related Duties:

  • Performs other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

High School Diploma or GED required

1 to 3 years professional experience (internship experience applicable)

Ability to learn multiple call center technology suites

Basic understanding of database structure and data analysis techniques

Strong attention to detail

Experience in call center environment preferred

Must be available for working hours between 7am and 10pm Eastern Monday through Friday and 8:30am to 6:00pm Eastern Saturday

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