Edward Jones · 1 day ago

Real Time Analyst - Help Desk

United States

Full-time

Remote

Mid Level

$52K/yr - $86K/yr

3+ years exp

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Responsibilities

Perform real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance.

Monitors the workflow of assigned departments real time for schedule adherence.

Analyzes and communicates impacts to intra day call center department performance.

Understands interdependencies, communicates, and develops plans for intra-day help across departments.

Communicates with departments to stay informed about events and projects that could impact the department's performance.

Develop, compile and communicate intra day and daily reports with Workforce Management statistics, such as Service Level, Average Speed of Answer, Abandonment Rate, Adherence, and Utilization.

Advises of optimal ad hoc meeting and training times.

Processes schedule adherence exceptions submitted by call center team leaders or associates.

Continually identifies and communicates opportunities for improving call center efficiency with team/department leaders.

Evaluates vacation/sick for the day and recommends necessary adjustments.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce ManagementCall Center ExperienceMS ExcelMS WordMS PowerPointMS AccessCall Routing ConceptsCollaboration Skills