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Workforce Intraday Analyst
This job is now closed
Job Description
- Req#: R-104929
Employer Industry: Business Services
Why consider this job opportunity:
- Salary up to $29.17 per hour
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment recognized as a Best Place to Work
- Chance to make a positive impact on contact center performance and client satisfaction
- Engage in continuous improvement efforts and innovative solutions
- Flexible work environment accommodating remote teammates
What to Expect (Job Responsibilities):
- Monitor and manage contact center intraday performance to meet client contractual obligations
- Analyze call volume, Average Handle Time (AHT), and staffing levels to optimize efficiency
- Communicate effectively with key stakeholders regarding performance issues and events
- Adjust resource allocation in real-time to achieve service level targets
- Support workforce management tools to enhance operational efficiency
What is Required (Qualifications):
- High School Diploma or GED
- Minimum of 2 years of experience in a contact center
- Minimum of 1 year of experience in a workforce management (WFM) or related role
- Entry-level skills in MS Office (Excel, Word, Outlook)
- Ability to work well under pressure and manage multiple tasks simultaneously
How to Stand Out (Preferred Qualifications):
- Associate's degree or equivalent experience
- Experience with Aspect Performance Edge Workforce Management/Real Time Adherence (RTA), Cisco, or eGain
- Intermediate level skills in Microsoft Office (Excel, Word, Outlook)
- Strong written and verbal communication skills
- Demonstrated reliability and exceptional customer service skills
#BusinessServices #CareerOpportunity #ContactCenter #CustomerService #WorkforceManagement
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