Analyst, Customer Service-Workforce - TForce Freight
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 key performance indicators (KPIs), manage agent skills, and communicate service performance to management, highlighting trends and exceptions. This position also coordinates training with Customer Service Supervisors and the Quality group, completes various reports with analysis, and undertakes special projects. A significant part of the role includes researching and analyzing data for daily, weekly, and monthly reports, as well as process analysis and innovation.
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
- Track Call Volume Trends
- Track KPI Trends/Analysis
- Manage 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
