Samsung Workforce Analyst

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Requisition ID: 125712
Job Category: Call Center
Location: United States-North Carolina-Greensboro-4336 Federal Drive 27410
Posted Date: 11/13/2017 10:00:24 AM

Responsible for monitoring real-time call volume of inbound/outbound call traffic. Forecast the call volume, schedule staff and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and active rates. Job Functions % Time

· Call Monitoring Analysis


· Service Level Tracking and Analysis

30% Key Job Responsibilities

· Partners with operational leadership to ensure service levels are met.

· Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status.

· Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence.

· Documents system or telephone problems identified by team members; provide follow-up to ensure problem is resolved.

· Conduct analysis and recommend solutions to real-time performance issues

· Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met

· Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met

· Prepare daily/weekly/monthly and ad hoc reports and distribute to management

· Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution

Other Related Duties

· Escalates any larger system and/or telephone problems to both operational leadership and client management.

· Assist scheduler/Team Manager (weekly) with revisions of work schedules.

· Assist scheduler/Team Manager in reviewing agent requests for time off such as vacation and personal days.

· Other duties as assigned to include various ad hoc reporting requests

· Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism.

· Evaluates opportunities for down-staff / over time and communicates recommendations accordingly

 Minimum Education and Experience:

· High School Diploma or equivalent.

· Experience in a call-center environment, including customer service experience

· Experience with Avaya or other call center phone systems

Knowledge, Skills and Abilities:

· Strong analytical and mathematical skills to collect and interpret data to solve problems

· Highly organized and can work independently as well as with a team

· Excellent knowledge of workforce management calculations, technologies and key performance indicators

· Strong interpersonal skills and the ability to communicate with many different levels of employees

· Ability to make sound decisions quickly in a fluid work environment

· Ability to multi-task in a fast-paced environment

· Experience with workforce management software and telecommunications

Work Environment:

· Constant work performed in an a call-center environment

Physical Demands:

· Frequent work performed while sitting and/or standing

· Constant use of computer, telephone devices, and other general office equipment

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