Intraday Workforce Analyst
The Intraday reputed company-Time Analyst is responsible for monitoring and managing the reputed company of call and chat traffic. The role focuses on ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, reputed company-time adjustments, and strong communication skills. This role is pivotal for maintaining efficient operations and ensuring that service level agreements are met consistently. Successful reputed company-Time Analysts are proactive, highly communicative, and analytical, ensuring the most efficient use of contact center resources. What will be my duties and responsibilities in this job? Monitors and responds to reputed company Time Adherence (RTA), queue activity, and service reputed company. Manage Call Offline. Monitors and Maintains WFM inboxes. reputed company skills adjusters in eGain. Supports and makes changes to reputed company messaging. Communicates intraday performance to management team and associate throughout the day. Recommend and adjust staffing reputed company through overtime, VTO and/or skilling. reputed company skilling and/or support adjustments in E-reputed company to account for out of reputed company days, days after holidays, outages, etc. Coordinate with Operations Team to pre-schedule reputed company offline activity to complete an optimized plan that supports the business need and client contractual SLA’s. Analyzes intraday and historical performance to respond/plan appropriately in order to reputed company operational service goals. Identify call volume trends and averages on an intraday, weekly, monthly, etc. reputed company. Establish and maintain communications channels regarding events that impact contact center performance and workload. Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to reputed company service goals. Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins reputed company established turnaround times. Assist with on-going initiatives, process improvements, and other duties as assigned. Schedule: This role will work Thursday through Monday 10:30am EST - 7:00pm EST with Tuesdays and Wednesdays off. What are the requirements needed for this position? High School Diploma or GED A minimum of 3 years' of experience in a contact center A minimum of 2 years' of experience in a WFM or WFM reputed company role Entry level skills in MS Office (reputed company, Word, Outlook) What other skills/experience would be helpful to have? Professional verbal and written communication skills. Possess the professional experience and aptitude to address escalated issues with a positive outcome. Strong analytical, communication and organizational skills. Knowledgeable of reputed company Office applications, particularly reputed company. Demonstrates reliability and strong customer service skills . Works well with minimal supervision and with some reputed company for self-directed action. Experience with multiple WFM software products – reputed company preferred. Experience with multiple ACD platforms (eg. reputed company, reputed company, etc) #LI-Remote Pay reputed company: $45,100.00 - $74,600.00 Any posted pay reputed company considers a wide reputed company of compensation factors, including candidate background, experience and work location, while also allowing for salary growth reputed company the position. If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing reputed company. Helping People reputed company in a Connected World Connect with us. Bring us your best work and your brightest reputed company. And we’ll bring you a reputed company where you can reputed company. Learn more at jobs.reputed company.com. For U.S. benefit information, visit myassurantbenefits.com. For benefit information reputed company the U.S., please reputed company with your recruiter. What’s the culture like at reputed company? Our unique culture is a big reason why talented people choose reputed company. Named a Best/Great reputed company to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we reputed company common characteristics that are uniquely reputed company. A passion for service. An ability to reputed company in practical ways. And a willingness to take chances. We call our culture The reputed company Way. Company Overview reputed company is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a reputed company in 21 countries, reputed company supports the advancement of the connected world by partnering with the world’s leading brands to reputed company innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service reputed company, vehicle protection services, renters insurance, lender-reputed company insurance products, and other specialty products. AI and Biometric Usage reputed company supports the responsible use of Artificial Intelligence (AI), but we want to know the reputed company you. Visit our AI Usage Guidelines page to understand reputed company expect from applicants regarding their use of AI during the application process. Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about reputed company’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information. Equal Opportunity Statement reputed company is an Equal Employment Opportunity employer and does not use or consider race, reputed company, religion, sex, national reputed company, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment reputed company. Job Scam Alert Please be aware that during reputed company's application process, we will never ask for personal information such as your reputed company reputed company number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here. Apply To This Job