Call Center Traffic Analyst - Jacksonville Florida

Location: Jacksonville, Florida
Posted On: 11/21/2024

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. More...

Register an account with us and set up job agents! We'll email you immediately when jobs like this are posted on our site.