Real Time Workforce Analyst

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Requisition ID: 125785
Job Category: Call Center
Location: United States-Florida-Tampa-111 U.S. Highway 301 South 33619
Posted Date: 10/25/2017 8:58:15 PM

«  Manage site absenteeism call-ins. Monitor voice mail box, communicate with Team Leads (TLs),

and enter appropriate segments into eWFM or NICE (scheduling software)

«  Monitor Real-Time Adherence (RTA) schedule alarm codes and escalate to operations when

appropriate

«  Partner with workforce analysts to ensure that approved off-phone time is entered into eWFM or NICE

«  Monitor RTA for activity alarms and escalate to operations when appropriate.

«  Collaborate with operations Team Leads or Operations Managers in the communication of the

appropriate off-phone time when requested

«  May be required to work overtime to support the needs of business

Education: High School Diploma or GED.

 

Experience:

* 2-6 months call center experience preferred

 

*Visual basic knowledge / experience helpful, not required

 

Skills, Knowledge, & Abilities: Working knowledge of Microsoft Excel. Experience in scheduling

and operational software (CMS, TCS, BAM, ACD, IEX) helpful. Analytical and detail oriented. Good

organizational and communication skills. This position requires a high degree of self-direction and

self-motivation.

 

HEALTH AND SAFETY REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to walk; sit; use hands to

finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The

employee is occasionally required to lift and/or move up to 10 pounds. Specific vision abilities required

by this job include close vision and the ability to focus.

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