Real Time Analyst - Call Center
Check out the following fantastic career opportunity!
POSITION TITLE
Workforce Management Real Time Analyst
OVERVIEW AND REPORTING RELATIONSHIP
This position monitors the daily volume of inbound call traffic and distributes calls to achieve the optimal utilization and balance of resources across customer support sites judiciously. Additionally, this position is responsible for the timely analysis of information, including but not limited to contact center trends, call volumes, patterns, etc. and provides reports, forecasts, and recommendations for planning purposes as well as to increase call center efficiencies and effectiveness.
OTHER REPRESENTATIVE DUTIES
Monitors contact volume for multiple queues in multiple locations and moves agents into and out of queues in a timely manner to coordinate and distribute volume based on staff availability and skill level to support the optimal utilization of resources. Coordinates communication of staff moves appropriately.
Reviews and verifies intra-day performance reports as appropriate and projects adjustments for unanticipated volume shifts, staffing adherence, etc. Basing analysis on available information identifies opportunities for same day staff adjustments and the need to solicit extra hours and/or voluntary time-off.
Anticipates contact volume, training sessions, team and project work, vacations, personal leave and other information to determine adequate coverage and consistent levels of customer support. Uses results of analysis to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate.
Provides regular operational, financial and statistical reports, some in an Excel format, to the management team. Makes recommendations regarding opportunities for improvement where appropriate.
Addresses telephone and telecommunication issues for the customer care organization. This includes but is not limited to coordinating with other departments when outages occur and calls must be redirected. Maintains issue tracking log and reports on Service Level impacts as necessary.
Maintains an awareness of the call center activities, processes, and procedures as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers.
QUALIFICATIONS
WageWorks believes that our success is achieved by its People. Values describe how we work together to achieve our success. It is our employees that drive results through living our Company Values. Every employee at WageWorks is expected to uphold and demonstrate the eight Company Values listed below as an additional component of the job description and as a standard of individual performance. Ability to work the following hours: 9:30-630 in Tempe 12:30-9:30 in Louisville.
Clients and Participants Come First: Exceeding client and participant expectations is our highest priority
Integrity: We are open, honest, ethical and conscientious
Passion: A will to win and a relentless drive for excellence
Accountability: Deliver on commitments and take ownership for solving problems and creating solutions
Leadership and Influence : Our actions inspire vision and clarity of purpose
Continuous Improvement and Innovation: We embrace change and drive new ideas into business solutions
Dignity and Respect : We value the diversity of our people, encourage their development and reward their performance
Creating Value for Shareholders: Deliver consistent growth and premium returns.
EDUCATION:
A thorough knowledge and understanding of business as normally obtained through the completion of a Bachelor's Degree in Business Management, Computer Science or a related major. Certifications in Microsoft Office applications and/or selected Workforce Management solutions is preferred.
WORK EXPERIENCE OR RELATED
Experience:
The ability to effectively monitor inbound call volume and distribute calls as well as analyze data and make recommendations for planning purposes as described, as normally obtained through at least two years experience in a directly related position.
LOCATION
Louisville, KY
Build Your Career at WageWorks!
WageWorks enables millions of people to save money on critical expenses like healthcare, dependent care, and commuting, through Consumer-Directed Benefits, such as Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs) and Commuter Benefits. WageWorks is a leader in the industry serving more than 6.5 million people for over 100,000 employers, including 63% of the Fortune 500 and numerous public sector clients.
Why Work for WageWorks?
If you're looking for a career that provides plenty of growth opportunities, responsibility, and interesting challenges to tackle, you will find it here.
If you want to join a fast-moving, high-growth, exciting company that's a market leader, you're looking in the right place.
But mostly, if you want to help people live happier, healthier, and more productive lives, then you'll want to work for WageWorks.
WageWorks provides equal employment opportunity without regard to pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, citizenship, mental or physical disability (including HIV and AIDS), medical condition, veteran or military status, marital or registered domestic partnership status, age, sex, sexual orientation, genetic information, gender identity or any other basis protected by federal, state or local law, ordinance or regulation.
Employment will require successful completion of a background check.
Equal Opportunity for Disabled Veterans, Recently Separated Veterans, Other Armed Forces Service Medal Veterans.
Drug free workplace.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
POSITION TITLE
Workforce Management Real Time Analyst
OVERVIEW AND REPORTING RELATIONSHIP
This position monitors the daily volume of inbound call traffic and distributes calls to achieve the optimal utilization and balance of resources across customer support sites judiciously. Additionally, this position is responsible for the timely analysis of information, including but not limited to contact center trends, call volumes, patterns, etc. and provides reports, forecasts, and recommendations for planning purposes as well as to increase call center efficiencies and effectiveness.
OTHER REPRESENTATIVE DUTIES
Monitors contact volume for multiple queues in multiple locations and moves agents into and out of queues in a timely manner to coordinate and distribute volume based on staff availability and skill level to support the optimal utilization of resources. Coordinates communication of staff moves appropriately.
Reviews and verifies intra-day performance reports as appropriate and projects adjustments for unanticipated volume shifts, staffing adherence, etc. Basing analysis on available information identifies opportunities for same day staff adjustments and the need to solicit extra hours and/or voluntary time-off.
Anticipates contact volume, training sessions, team and project work, vacations, personal leave and other information to determine adequate coverage and consistent levels of customer support. Uses results of analysis to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
Analyzes data, including but not limited to customer support performance as well as internal and external customer feedback to identify trends and/or patterns. Makes recommendations as appropriate to reduce volume and improve the level of service or other capacity plans within the customer support center. Monitors and tracks the results of recommendations as appropriate.
Provides regular operational, financial and statistical reports, some in an Excel format, to the management team. Makes recommendations regarding opportunities for improvement where appropriate.
Addresses telephone and telecommunication issues for the customer care organization. This includes but is not limited to coordinating with other departments when outages occur and calls must be redirected. Maintains issue tracking log and reports on Service Level impacts as necessary.
Maintains an awareness of the call center activities, processes, and procedures as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers.
QUALIFICATIONS
WageWorks believes that our success is achieved by its People. Values describe how we work together to achieve our success. It is our employees that drive results through living our Company Values. Every employee at WageWorks is expected to uphold and demonstrate the eight Company Values listed below as an additional component of the job description and as a standard of individual performance. Ability to work the following hours: 9:30-630 in Tempe 12:30-9:30 in Louisville.
Clients and Participants Come First: Exceeding client and participant expectations is our highest priority
Integrity: We are open, honest, ethical and conscientious
Passion: A will to win and a relentless drive for excellence
Accountability: Deliver on commitments and take ownership for solving problems and creating solutions
Leadership and Influence : Our actions inspire vision and clarity of purpose
Continuous Improvement and Innovation: We embrace change and drive new ideas into business solutions
Dignity and Respect : We value the diversity of our people, encourage their development and reward their performance
Creating Value for Shareholders: Deliver consistent growth and premium returns.
EDUCATION:
A thorough knowledge and understanding of business as normally obtained through the completion of a Bachelor's Degree in Business Management, Computer Science or a related major. Certifications in Microsoft Office applications and/or selected Workforce Management solutions is preferred.
WORK EXPERIENCE OR RELATED
Experience:
The ability to effectively monitor inbound call volume and distribute calls as well as analyze data and make recommendations for planning purposes as described, as normally obtained through at least two years experience in a directly related position.
LOCATION
Louisville, KY
Build Your Career at WageWorks!
WageWorks enables millions of people to save money on critical expenses like healthcare, dependent care, and commuting, through Consumer-Directed Benefits, such as Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs) and Commuter Benefits. WageWorks is a leader in the industry serving more than 6.5 million people for over 100,000 employers, including 63% of the Fortune 500 and numerous public sector clients.
Why Work for WageWorks?
If you're looking for a career that provides plenty of growth opportunities, responsibility, and interesting challenges to tackle, you will find it here.
If you want to join a fast-moving, high-growth, exciting company that's a market leader, you're looking in the right place.
But mostly, if you want to help people live happier, healthier, and more productive lives, then you'll want to work for WageWorks.
WageWorks provides equal employment opportunity without regard to pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, citizenship, mental or physical disability (including HIV and AIDS), medical condition, veteran or military status, marital or registered domestic partnership status, age, sex, sexual orientation, genetic information, gender identity or any other basis protected by federal, state or local law, ordinance or regulation.
Employment will require successful completion of a background check.
Equal Opportunity for Disabled Veterans, Recently Separated Veterans, Other Armed Forces Service Medal Veterans.
Drug free workplace.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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