[Remote] WFM Real-Time Analyst
Note: The job is a remote job and is open to candidates in USA. JCPenney is the shopping destination for diverse, working American families, offering a broad portfolio of fashion, apparel, home, beauty, and jewelry. They are seeking a Workforce Real-Time Analyst to monitor call flow, analyze trends, and ensure customer service levels are maintained.
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
Skills
- Minimum of 6 months call center experience
- Remote work requires high speed internet connectivity minimum of 20 Mbps download and 1.5 Mbps upload
- Ability to be scheduled to work during day/night/weekend/holiday shifts
- Proficient knowledge of Windows, Excel, Word and other Microsoft business applications
- 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
Benefits
- Medical
- Dental
- Vision
- Term life insurance
- Paid vacation/holidays
- 401(k) Savings Plan with company match for eligible associates
- Generous associate discount on JCPenney merchandise
Company Overview
