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Workforce Analysts
Ref No.: 17-15141
Location: Jacksonville, Florida
Position Type:Direct Placement
Start Date: 11/07/2017
Alluvion Staffing is currently recruiting for a Workforce Analyst position in Jacksonville, Florida. The  shift  is:

 
Fri and Sat-11a-8
Sun, Mon, and Thurs-12-9

OFF Tuesday and Wednesday 

 
Pay: $18/hr
 
Responsibilities:
  • Collaboration with Operations Managers to ensure accurate and timely agent schedules
  • Manage intraday agent productivity, performance exceptions and schedule adherence
  • Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
  • Communicate agent efficiency successes (top performers) or issues (needs improvement) to the Team Supervisor so that they can provide direct coaching/feedback to the agent.  
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Complete daily/weekly/monthly reporting and provide analysis
  • Complete Adhoc reporting as required
  • Complete attendance tracking
  • Responsible for handling special projects as necessary
 
Qualifications and Education Requirements:
  • Associate’s degree in related field or advanced vocational training with two to four years related experience; or
  • High school diploma or equivalent with three or more years of related work experience.
  • Minimum one year experience in a contact center.
 
Preferred Skills
  • Proficient user of MS Office applications including Excel, PowerPoint, and Word; and Outlook. IEX, CMS, I3 or other similar resource scheduling/intraday management applications preferred.
  • Ability to multi-task and maintain composure in a demanding work environment.
  • Extremely strong oral communication skills.
  • Detail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities).
  • Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
  • Ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
  • Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
  • Proven ability to analyze and improve work processes and policies.
  • Excellent customer service/support skills, ability to work well under pressure, and professional demeanor.
  • SQL knowledge a plus