Call Center Traffic Analyst
Location: Jacksonville
Posted on: January 15, 2021
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Job Description:
Supports the workforce management activities within a shared
services environment * Monitor real-time service levels, average
speed of answer, and schedule adherence by half-hour using Aspect
eWorkforce Management Tracking module and Real-Time Adherence
software, CMS CentreVu or other resources * Realign resources to
optimize coverage and service by scheduling based on skill set and
priority * Collect contact center data for analysis, reporting,
managing of staffing needs, and improving processes * Communicate
with front-line leaders to address staffing needs * Create and
manage an attendance hotline to enable centralized communication *
Execute contingency plans for service level challenges, system
outages, closed units or other catastrophic events * Maintain agent
lists within CentreVu (CMS) * Moderate to heavy keying required
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected
veteran status.
Keywords: , Jacksonville , Call Center Traffic Analyst, IT / Software / Systems , Jacksonville, Florida
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