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Customer Service Performance Analyst
2 months ago
Job Overview: The primary focus of this role is to oversee the analysis and management of the daily operational requirements of the Customer Service contact center, ensuring that departmental targets and objectives are achieved.
Key Responsibilities:
- Evaluate intraday departmental workloads, including incoming calls and document queues, to guarantee adequate coverage levels.
- Monitor real-time adherence to schedules and assess departmental efficiency.
- Propose necessary adjustments to management based on real-time workload evaluations.
- Authorize exception activities and modify schedules to reflect required changes.
- Support the assessment of staffing levels, capacity, and forecasting.
- Contribute to both short-term and long-term workforce planning for the department.
- Analyze and report on departmental statistics and other relevant data on a daily and monthly basis (e.g., service levels, answer rates, ASA, etc.) and develop strategies to address metrics that fall below expected standards.
- Perform additional related duties as necessary to fulfill the primary responsibilities outlined above.
Qualifications:
This position requires an associate's degree and a minimum of two years of experience in workforce planning or as a customer service associate or specialist. Any suitable combination of education, training, or experience will be considered.
The role demands advanced proficiency in spreadsheet, word processing, database, and visual presentation software; excellent verbal and written communication skills; strong interpersonal abilities; robust analytical and problem-solving skills; the capacity to work independently as well as collaboratively; and the capability to identify and resolve issues using independent judgment.
All qualified candidates will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
