Base: $25.00– $28.00 hourly; bonus/equity: up to 1...
Real-time monitoring of contact center volume
Adjusting routing on real-time basis
Create/adjust routing profiles in acd
The Workforce Management Traffic Analyst will be responsible for interpreting customer contact data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning
Job Summary
The Workforce Management Traffic Analyst will be responsible for interpreting customer contact data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning.
This role will provide input and assist in the management of staff resources dynamically to support call center network goals and expectations.
Access to Medical, Dental, Vision, Life and Disability insurance, 401(k) Retirement Plan with company matched contributions, and employee discounts on Avis/Budget cars are among the perks.
Matching Summary
The Workforce Management Traffic Analyst will be responsible for interpreting customer contact data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning.
Salary
Base: $25.00– $28.00 hourly; Bonus/Equity: up to 10 % bonus opportunities; Benefits: Access to Medical, Dental, Vision, Life and Disability insurance, 401(k) Retirement Plan with company matched contributions
Skills & Requirements
Must-have
Real-time monitoring of contact center volume
Adjusting routing on real-time basis
Create/Adjust routing profiles in ACD
Analyze real time contact center trends
Create intraday reporting
Monitor severe weather impact
Nice-to-have
Defining the future of mobility
Leading with integrity
Performance driven culture
Customer-focused solutions
Key Requirements
1-2 years prior RPM / WFM experience
Two years' experience in a Call Center environment
Knowledge of Verint WFM Software or similar
Intermediate knowledge of ACD Technology
High level of computer expertise, including MS Office Suite