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JCPenney · 1 month ago

WFM Real-Time Analyst

United States

Full-time

Remote

New Grad, Entry Level

$20/hr - $25/hr

0+ years exp

JCPenney is the shopping destination for diverse, working American families. The Workforce Real-Time Analyst will be responsible for monitoring call flow, analyzing trends, and ensuring efficient operations to support customer service levels.

E-CommerceFashionRetail

Responsibilities

Continuous monitoring of the network call flow using Genesys, AT&T Call Attempt Monitor, NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone Analyzer

Compile and analyze call flow trend graphs and statistics

Communicate business impacting trends

Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels

Compile and maintain accurate reports

Maintain logs of trouble reports

Problem resolution with IT, home office support and outside vendors

Perform other related tasks, as assigned

Qualification

GenesysCall center experienceMicrosoft applicationsProblem solvingCommunication skillsDetail-orientedCustomer focus

Required

Requires a minimum of 6 months call center experience

Remote, work-from-home requires associates to personally maintain high speed internet connectivity minimum of 20 Mbps download and 1.5 Mbps upload and have a designated workspace free from noise and distraction

Ability to be scheduled to work during day/night/weekend/holiday shifts

Proficient knowledge of Windows, Excel, Word and other Microsoft business applications

Requires the ability to work, problem solve and make decisions without direct supervision

Above average written and oral communication skills

Resilient and adept to managing effectively through change on a consistent basis

Detail-oriented with solid organizational skills

Customer Focus, Embrace Accountability, Strategic Thinking, Drive Execution, Collaborate Effectively, Cultivate Learning