Analyst, Customer Service-Workforce - TForce Freight

TForce Freight • Richmond, VA

3d

About The Position

This role involves monitoring, analyzing, and responding to operational data to ensure call center service goals are met. The analyst will track call volume trends, KPI trends, and manage agent skills. They will communicate performance to management, highlighting exceptions and trends. Responsibilities include processing exceptions, coordinating training with supervisors and the Quality group, and completing various reports with analysis. Special projects, including research, analysis, and process innovation, are also part of the role.

Requirements

• Strong written and verbal communication skills
• Innovative, self-motivated and able to work with little supervision
• Strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access
• Knowledge of Call Management Systems, and Scheduling Software
• Outgoing personality, work well with others and be dependable
• Willing to work flexible hours on occasion to meet the needs of the business

Responsibilities

• Monitor, analyze and respond to operational data to meet call center service goals (Call Volume Trends, KPI Trends/Analysis, Agent Skill Management)
• Communicate service performance to all levels of management, noting exceptions and trends effecting results
• Process exceptions
• Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills
• Complete and provide various reports – give analysis as needed
• Complete Special Projects as needed (Research and Analysis, Reports: daily, weekly and monthly, Process Analysis and Innovation)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level