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Call Center Traffic Analyst

Location: Jacksonville
Posted on: March 18, 2019

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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