InComm

  • Call Center Workforce Analyst

    Job Location US-FL-Jacksonville
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    Shift:  10a-7p Tuesday- Saturday

    About This Opportunity

    Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. 

     

    Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start, or continue to grow your career.

    We are looking for top talented individuals who are seeking a long term rewarding career in Customer Care and Workforce Management.  We believe that our most important asset is our people!  



    The Workforce Management Team has a critical role in supporting two Customer Care Centers.  Workforce Analysts monitor call volume and trends to determine staffing needs and to ensure all performance objectives have been met. The tasks range from scheduling and forecasting, to live real time management of both call queues and personnel.

     

    Responsibilities

    Role and Responsibilities

    The Workforce Analyst will collaborate with management and will be responsible for strategic management of present and future performance across the call center. Responsibilities will include monitoring intraday operational performance of all lines of businesses, identifying exceptions to performance and executing established exception procedures including agent actions, system updates, and support group notifications. The workforce analyst will use technology and tools to monitor system events to identify performance exceptions requiring both short term (intraday) and long term (agent scheduling) attention

     

    The Workforce Analyst will be required to:

    • Collaboration with Operations Managers to ensure accurate and timely agent schedules
    • Manage intraday agent productivity, performance exceptions and schedule adherence
    • Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
    • Communicate agent efficiency successes (top performers) or issues (needs improvement) to the Team Supervisor so that they can provide direct coaching/feedback to the agent.  
    • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
    • Complete daily/weekly/monthly reporting and provide analysis
    • Complete Adhoc reporting as required
    • Complete attendance tracking
    • Responsible for handling special projects as necessary

     

     

    Qualifications

    Qualifications and Education Requirements

    • Associate’s degree in related field or advanced vocational training with two to four years related experience; or
    • High school diploma or equivalent with three or more years of related work experience.
    • Minimum one year experience in a contact center.

     

    Preferred Skills

    • Proficient user of MS Office applications including Excel, PowerPoint, and Word; and Outlook. IEX, CMS, I3 or other similar resource scheduling/intraday management applications preferred.
    • Ability to multi-task and maintain composure in a demanding work environment.
    • Extremely strong oral communication skills.
    • Detail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities).
    • Willing to accept responsibility and accountability.
    • Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability o act as a role model within the organization.
    • Ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
    • Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
    • Proven ability to analyze and improve work processes and policies.
    • Excellent customer service/support skills, ability to work well under pressure, and professional demeanor.
    • SQL knowledge a plus

     

    Internal Candidates:

    In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company. An employee’s performance must be in ‘good standing’ in order to be given consideration for a voluntary transfer.

    In some cases, a call center employee may be considered for an internal transfer before reaching six (6) months of service if there is a business need. This is handled on a case by case basis and several factors are considered including but not limited to business need, performance and experience.

     

    Qualifications for Internal Candidates:

    • Cannot be under any current active corrective actions.
    • Must be in good standing with all metrics.

                                                                           

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

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