Call Center Analyst - #291792

Holman Enterprises

Date: 06/11/2021 11:30 AM

City: Mount Laurel, New Jersey

Contract type: Full Time

Work schedule: Full Day

ARI helps companies around the world approach fleet management as an investment that drives business success. Headquartered in Mount Laurel, New Jersey, our people are united by the shared vision that fleet is much more than a collection of vehicles - it’s a strategic asset for our clients. With nearly 2 million vehicles managed in North America, the UK and Europe, we help our customers build competitive advantage through business insight, data analysis, and the value of Holman Enterprises’ collective automotive competencies

Job Purpose: Monitor real time performance measurements and provide immediate feedback to department supervision and management concerning traffic variances. Responsible for contact center scheduling, forecasting and reporting

Essential Functions:

  • Determines daily staffing requirements, call volume trends and forecasts future requirements to efficiently staff the TRC
  • Develop accurate short- and long-term call volume and workload forecasts
  • Process schedule requests and update WFM system
  • Determine workforce requirements to meet service level and response time objectives
  • Determine agent schedules to meet contact center objectives
  • Consults with IT on all telephony and information system issues
  • Analyzes contact center call traffic and makes changes in skill priorities based on call volume and service level
  • Consult with supervisors and Training department to schedule training and meetings, and update technician schedules

Knowledge and Skills:

  • Must be able to communicate effectively, both verbally and in writing, to all levels of employees
  • Strong knowledge of Workforce Management software (Aspect eWFM) and telephony within a Contact Center environment (Avaya)
  • Strong Analytical and Problem solving skills
  • Proven experience analyzing, interpreting and summarizing complex data as it relates to Contact Center technologies
  • Must be proficient in MS Excel, and have a solid background in all MS Office products
  • Minimum 3-5 years experience in a Contact Center environment

Holman Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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