Noc Analyst Nest

Voxpro

Dublin, Dublin City Centre

As a Workforce Management/Real-Time Analyst you will conduct real time monitoring of the Nest call center operations, specifically Workforce Management functions as they relate to real time schedule adherence, queue management, scheduling and staffing as well as any/all off phone activity (including vacation planning, special projects, etc.) Responsibilities. Monitor call routing across inbound (and outbound) queues. Monitor email and chat Service Levels in both inbound queues. Re-forecast current day FTE requirements based on handle time, call volumes and agent availability across all three channels. Monitor adherence to policies across the network. Update agent`s skills based on a real-time basis to meet service standards. Identify pockets of opportunity throughout the day for training, meetings and other off the phone activity. Update WFM with approved exceptions, vacations and overtime. Follow process of documenting and reporting Call Center floor issues to IT, Telecom, CD/Ops Desk, via Incident Log, Daily Report and real-time work tickets as needed. Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics. Performs additional tasks as required or assigned. Assists Project Manager with any/all projects as required. Qualifications. Must be able to work in team environment. Must have working knowledge of Microsoft Excel and or G suite. Excellent verbal and written communication skills. Knowledge of Customer Service Center processes, policies and procedures. Knowledge of call volume analysis a plus. Advanced analytical, critical thinking and problem-solving skills. High School diploma or equivalent work experience. Some college and/or technical school preferred. Minimum of two years` experience in Workforce Management (WFM) experience a plus. Exercises a significant amount of initiative and judgment when making decisions. Incumbent is subject to general supervision and direction. Errors in judgment or decision making could result in a loss of organizational time, money, and credibility. Job requires close visual and mental alertness. Job requires a flexible work schedule. Consistently produces accurate, timely and detailed work. Internal Application Requirements: Manager sign off is essential. 9 months minimum tenure. Application closing 2pm Tuesday 13th February 2018. This job originally appeared on RecruitIreland.com.

2256 days ago