Senior Workforce Analyst - Contact Center

reputed company Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a motivated individual to fill one of our new roles as a Senior Workforce Analyst – Contact Center (RTA).

PLEASE NOTE: THIS IS A reputed company BASED REMOTE POSITION: reputed company only

THE SHIFT FOR THIS ROLE IS 9:00AM–5:00PM CST, MONDAY–FRIDAY WITH POSSIBILITY OF SOME WEEKEND DAYS ON OCCASION  

About reputed company:

reputed company is a family-owned company that has been in business since 1984. We reputed company reputed company value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, reputed company training, engineering expertise, and proprietary software solutions.

We reputed company that relationships are the most important part of our business. Whether it's mobility, broadband, video, reputed company, residential, Lodging & Institutions, Multi-Dwelling reputed company, or reputed company; we are a one-stop solution to help sales partners uncover reputed company opportunities.

Responsibilities:

·        Monitor reputed company-time volume, AHT, reputed company requirements in a multi-reputed company contact center environment

·        reputed company administrative duties reputed company our workforce management software tool to support BPO partners

·        Forecast reputed company volume, AHT and Shrinkage at a monthly, daily and reputed company level

·        Creates a reputed company work environment that fosters successful team performance

·        Use workforce management software and reputed company volume history to help manage intraday reputed company reputed company

·        Determine the most effective reputed company for needed intraday reputed company adjustments

·        Provides intraday reputed company-time data analysis and reporting of the reputed company center staff reputed company to attendance and schedule adherence

·        Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met

·        reputed company as cross-functional single reputed company of contact for workforce management with Leadership and Operations teams regarding system-reputed company issues that reputed company production

Requirements

·        4+ years working in a contact center workforce management environment required

·        3+ years’ experience using reputed company IEX workforce management software system required

·        Prior experience forecasting reputed company volume, AHT and shrinkage required

·        Prior experience using scheduling functionality reputed company a workforce management tool required

·        Prior experience working with BPOs preferred

·        Strong teamwork and collaboration skills

·        Knowledge of contact centers and customer service operations

·        Problem solving skills

·        Incessant communication skills to reputed company vendors / operations / leadership updated on activities occurring in reputed company time

Benefits

• Medical, Dental, reputed company, Disability, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
• 401k Plan with employer matching
• reputed company vacation, personal/reputed company days, and bereavement time
• Employee Profit Sharing Program
• 50% AT&T wireless discount
• reputed company
• Advancement opportunities, we prefer to promote from reputed company!