Real Time Analyst
at C3/CustomerContactChannels

Date Posted: 9/6/2019

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.



Workforce Management Real Time Analyst

Position Purpose

The Workforce Traffic Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. Traffic Analysts work closely with Operations, calling out non-adherent events through Desk Alerts or walkie-talkies so that non-adherent agents can be directed back toward the phone. Traffic Analysts also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Traffic Analysts watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients. Traffic Analysts provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign. Traffic Analysts may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements.

FLSA Status: Non-Exempt

Responsibilities

  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the walkie-talkie.
  • Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
  • Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
  • Provide historical reporting compilation as required by the campaign.

Qualifications

  • Minimum one year experience in a call center environment and familiarity with Workforce functions required
  • One year prior experience working with workforce management technologies preferred.
  • One year using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX preferred
  • Some experience with call center reporting and metrics preferred
  • Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
  • High School diploma or equivalent required, 2 years college or more preferred
  • Strong Analytical Skills required to critically assess situations and make decisions in real time
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

About Us

C3/CustomerContactChannels is a trusted partner in outsourced customer management solutions. With three decades’ experience, we’re a category leader – one who employs time-tested methodologies and broad industry insights to seamlessly manage customer contacts and interactions. Our singular focus: To build brand value with every call we answer, every email we respond to, and every web visitor that we support.

Are you ready to work with a company that truly appreciates your talents? At C3 we believe in creating a culture that offers more than just a job – we are committed to inspiring success and promoting performance in an environment that fosters creativity, leadership, and innovation in each and every valued member of our team. C3 Benefits Include:

  • Family & Individual Medical Plans, Dental, Vision
  • Prescription Drug Coverage
  • Life Insurance & ADD
  • 401k
  • Flexible Spending Account
  • Short/Long Term Disability
  • Legal Plan
  • Employee Assistance Program (EAP)
  • Holidays, Paid Vacation & Sick Time
  • Paid Training
  • Tuition Reimbursement
  • Local/National Employee Discounts
  • Exciting Growth Opportunities!

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Join the C3 Connect Talent Network today and be on your way to a rewarding, new career!

What is a Talent Network?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

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