WFM Real-Time Analyst

JC Penney•Columbus, OH

35d•$20 - $25•Remote

About The Position

Workforce Real-Time Analyst - Customer Care Remote Work shift: 1:00 Pm to 9:30 PM Tuesday - Saturday Eastern Time

Requires a minimum of 6 months call center experience
Remote, work-from-home requires associates to personally maintain high speed internet connectivity minimum of 20 Mbps download and 1.5 Mbps upload and have a designated workspace free from noise and distraction.
Ability to be scheduled to work during day/night/weekend/holiday shifts
Proficient knowledge of Windows, Excel, Word and other Microsoft business applications
Requires the ability to work, problem solve and make decisions without direct supervision
Above average written and oral communication skills
Resilient and adept to managing effectively through change on a consistent basis
Detail-oriented with solid organizational skills
Customer Focus, Embrace Accountability, Strategic Thinking, Drive Execution, Collaborate Effectively, Cultivate Learning

Continuous monitoring of the network call flow using Genesys, AT&T Call Attempt Monitor, NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone Analyzer
Compile and analyze call flow trend graphs and statistics
Communicate business impacting trends
Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels
Compile and maintain accurate reports
Maintain logs of trouble reports
Problem resolution with IT, home office support and outside vendors
Perform other related tasks, as assigned

We offer a fast-paced and energetic and professional work environment, competitive benefits package including medical, dental, vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match for eligible associates, and a generous associate discount on JCPenney merchandise.

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