Work Force Analyst / Queue Watcher PLEASE APPLY ONLY IF YOU HAVE EXPERIENCE WORKING IN THIS POSITION
WORK FORCE ANAYST/Queue Watcher - Job Responsibilities: PLEASE APPLY ONLY IF YOU HAVE EXPERIENCE WORKING IN THIS POSITION.
This position’s primary area of responsibility is to ensure team and agent level activities are aligned in order for the account to maintain Service Levels. This can be done by:
Education.
Experience Target:
One year of experience in workforce management – Preferably.
Scheduling software experience – Preferably.
Call Management System experience (AVAYA CMS) – Preferably.
Skills:
Strong application usage and problem-solving skills.
Strong attention to detail and sense of urgency
Strong organizational and follow-through skills
Demonstrated negotiation and rapport-building skills
Good communication skills.
Ability to use a computer, including proficiency using Microsoft Word and most importantly Excel.
Knowledge/Abilities:
Proven experience communicating with peers and associates.
Ability to evaluate requirements and make sound recommendations.
Ability to deal with and Manage conflict.
Minimum keyboarding speed of 30 WPM