Call Center Traffic Analyst Position Available In Duval, Florida
Tallo's Job Summary: The Call Center Traffic Analyst supports workforce management activities, monitoring real-time service levels and schedule adherence using various software. They realign resources, collect data for analysis, and communicate with leaders to address staffing needs. This role involves creating attendance hotlines and executing contingency plans for service level challenges. The position requires moderate to heavy keying. Hiring practices consider all qualified candidates equally.
Company:
Unclassified
Salary:
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Job Description
Job Description:
Supports the workforce management activities within a sharedservices environment
- Monitor real-time service levels, averagespeed of answer, and schedule adherence by half-hour using AspecteWorkforce Management Tracking module and Real-Time Adherencesoftware, CMS CentreVu or other resources
- Realign resources tooptimize coverage and service by scheduling based on skill set andpriority
- Collect contact center data for analysis, reporting,managing of staffing needs, and improving processes
- Communicatewith front-line leaders to address staffing needs
- Create andmanage an attendance hotline to enable centralized communication
- Execute contingency plans for service level challenges, systemoutages, closed units or other catastrophic events
- Maintain agentlists within CentreVu (CMS)
- Moderate to heavy keying required We are an equal employment opportunity employer and will considerall qualified candidates without regard to disability or protectedveteran status.
