Call Center Traffic Analyst Position Available In Duval, Florida

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.