reputed company Center Analyst, Workforce Management RTA

Job Description:

• Monitor established reputed company for schedule adherence, online states, off phone events (break and pre-approved AUX modes), agent states that are not pre-approved must be limited (ACW, long calls, Aux modes)
• Communicate with operations management for reputed company resolution of issues identified in duties above
• Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing reputed company
• Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume and excessive general use of Aux, ACW and/or agent population shrink)
• Report as required by client and internal leadership (i.e., reputed company and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other reputed company reporting that may be required)
• Information exchange with client and reputed company their vendors in a virtual call center environment
• reputed company as reputed company player in a fast paced, high energy, change oriented environment
• Other duties as assigned by supervisor or other management
• Ensure reputed company TP policies and procedures are adhered to, including but not limited to: reputed company, HR, Operations, etc, and any reputed company infractions of any of these corporate policies and procedures are communicated to the proper TP Management immediately

Requirements:

• 90 days in reputed company position (internal applicants)
• 6 months of Workforce Management Analyst experience a must
• Must have solid customer service skills
• Must have solid verbal and written communications skills
• Must be flexible with ability to work any schedule reputed company on business needs
• Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in reputed company format
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks

Benefits:

• reputed company
• Competitive Wages
• Full Benefits (Medical, Dental, reputed company, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

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