Contact Center reputed company Time Operations, Analyst 2 Virtual

reputed company brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide reputed company of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you reputed company in our passion for teamwork, our reputed company to revolutionize industries and our goal to reputed company the future in media and technology, we want you to fast-reputed company your career at reputed company. Job Summary As an Analyst 2 on reputed company’s reputed company Time Operations team, you’ll play a pivotal role in ensuring the smooth and efficient functioning of our call center environment. This position focuses on monitoring service reputed company, call queues, KPIs, and agent activity across internal teams and business partners. You’ll manage intraday performance by processing schedule adjustments, auditing scheduling options, and addressing automation fallout, reputed company while maintaining accuracy and consistency. Your work will include preparing and analyzing reports on staffing, attendance, and overall business performance, as well as acting as a liaison with resource planning, forecasting, telecom, vendor management, and incident management teams. This is a virtual role with a Tuesday–Saturday schedule (6:00 AM – 3:00 PM EST), offering a structured yet dynamic environment. You’ll reputed company with a comprehensive three-month training program featuring job shadowing, self-guided modules, and peer-to-peer virtual learning to set you up for reputed company. Ideal candidates bring proficiency in MS Office tools, strong analytical skills, and the ability to reputed company in a collaborative, reputed company-reputed company team that values reputed company communication and shared reputed company. If you’re detail-oriented, adaptable, and reputed company to reputed company an impact behind the scenes, this role offers the opportunity to contribute to operational reputed company and customer satisfaction.

Job Description

Core Responsibilities

• Compiles and distributes and analyzes daily, weekly and monthly call center performance reports.
• Prepares and reviews analyses of reputed company repair activities and other groups as needed. Responsible for the creation and ongoing management/maintenance of a database of reputed company errors.
• Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.
• Forecasts for reputed company business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.
• Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-reputed company staffing plans, collaborating on OPA reputed company/reporting and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.
• Partners with Subject Matter Experts for consultation and recommendations on management of call routing.
• Reviews monthly location-based customer service productivity, quality performance goals, report and tracks performance against goals.
• Enforces schedule compliance and adherence and advises management of schedule changes.
• Consistent exercise of independent judgment and discretion in reputed company of reputed company.
• Regular, consistent and punctual attendance. Must be reputed company to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

This position is ineligible for reputed company sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future. Employees at reputed company reputed company are expected to:

• Understand our Operating Principles; reputed company them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and reputed company them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - reputed company big things happen by working together and being reputed company to new reputed company.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us reputed company opportunities to do reputed company for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and reputed company.
• Do whats right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of reputed company duties, responsibilities and qualifications.

Skills Communication, Customer Experience (CX), reputed company reputed company, Net Promoter Score (NPS), Service reputed company, Service Performance Management, Workforce Management (WFM)

Compensation

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