Workforce Analyst
Company Name:
Asurion
Title: Workforce Analyst Location: TN-Nashville - One Century Place Other Locations:
The Workforce Analyst possesses a strong working knowledge of real time call center operations, staffing, call center metrics and scheduling. This position is responsible for providing clear and concise statistical reporting in a diverse environment. The Workforce Analyst monitors intra-day call traffic and real time staffing to ensure optimal service levels and metrics goals are achieved on an interval and daily basis. This position is required to make timely, proactive recommendations to management based upon changing business needs and maintain detailed record keeping.
Primary Duties and Responsibilities
Manage daily service levels to plan
Coordinate staffing plan with operations management
Make recommendations to operations management on staffing levels to balance service objectives and cost
Keep operations and workforce management informed real-time of service risks or issues
Maintain agent schedules in real time
Act as central communications point for any technology or facility issues affecting call center and support operations
Other duties as required
Qualifications
High School Diploma or equivalent
Knowledge of Workforce Management Software
Knowledge of Avaya CMS
A background in call center operations
Knowledge of Microsoft Office 2000 or 2003 including Word, Excel and PowerPoint
Knowledge of Microsoft Outlook as an email client
High School Diploma or equivalent
Interact in a professional manner with teammates, leaders and others
Excellent human relations, communication and team skills
Proficient, analytical and decisive troubleshooting skills
Focused and able to work independently
Must be able to be stationary at the computer for extended periods of time
EOE
About Asurion
For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology; digital applications to protect their privacy and provide security; and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their businesses and to provide services that delight their customers. Asurion's 14,000 employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion, including customer service ratings and reviews that help drive continuous improvement, please visit .
Workforce Management Organization: PSS Workforce Analyst TN-Nashville - One Century Place PSS00447 Estimated Salary: $20 to $28 per hour based on qualifications.
Asurion
Title: Workforce Analyst Location: TN-Nashville - One Century Place Other Locations:
The Workforce Analyst possesses a strong working knowledge of real time call center operations, staffing, call center metrics and scheduling. This position is responsible for providing clear and concise statistical reporting in a diverse environment. The Workforce Analyst monitors intra-day call traffic and real time staffing to ensure optimal service levels and metrics goals are achieved on an interval and daily basis. This position is required to make timely, proactive recommendations to management based upon changing business needs and maintain detailed record keeping.
Primary Duties and Responsibilities
Manage daily service levels to plan
Coordinate staffing plan with operations management
Make recommendations to operations management on staffing levels to balance service objectives and cost
Keep operations and workforce management informed real-time of service risks or issues
Maintain agent schedules in real time
Act as central communications point for any technology or facility issues affecting call center and support operations
Other duties as required
Qualifications
High School Diploma or equivalent
Knowledge of Workforce Management Software
Knowledge of Avaya CMS
A background in call center operations
Knowledge of Microsoft Office 2000 or 2003 including Word, Excel and PowerPoint
Knowledge of Microsoft Outlook as an email client
High School Diploma or equivalent
Interact in a professional manner with teammates, leaders and others
Excellent human relations, communication and team skills
Proficient, analytical and decisive troubleshooting skills
Focused and able to work independently
Must be able to be stationary at the computer for extended periods of time
EOE
About Asurion
For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology; digital applications to protect their privacy and provide security; and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their businesses and to provide services that delight their customers. Asurion's 14,000 employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion, including customer service ratings and reviews that help drive continuous improvement, please visit .
Workforce Management Organization: PSS Workforce Analyst TN-Nashville - One Century Place PSS00447 Estimated Salary: $20 to $28 per hour based on qualifications.
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