Command Center Analyst, Workforce Management RTA

Job Description:

• Monitor established thresholds 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 prompt resolution of issues identified in duties above
• Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing levels
• 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., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other ad hoc reporting that may be required)
• Information exchange with client and all their vendors in a virtual call center environment
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Other duties as assigned by supervisor or other management
• Ensure all TP policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper TP Management immediately

Requirements:

• 90 days in current 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 base on business needs
• Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks

Benefits:

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

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