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WORKFORCE ANALYST

KING OF PRUSSIA, PA 19406

Posted: 01/17/2020 Employment Type: Direct-Hire Industry: CUSTOMER SERVICE Job Number: 15182 Pay Rate: $40,000.00

Job Description

This position focuses on the coordination and management of a call center and assists team leadership in optimizing staff levels in customer service and sales. The role manages staffing for all call centers during the normal business hours of 7:30 AM- 6:00 PM. Salary is $40-$50K depending on experience.
Responsibilities include:
-Staffing, scheduling, and forecasting staff levels based on call volume
-Analysis of current and future staffing needs determined by historical and real time data
-Monitoring call center activity
-Reporting functions; performance, service levels, overtime
-Administrative duties including call center assistance, when needed

Job Requirements

-Experience in statistical and analysis work
-Strong technical skills
-Experience in development of processes and procedures in support of measurable business metrics
-Ability to travel as needed
-Ability to work flexible hours
-Experience in MS Office software, Cisco Finesse & Unified Intelligence Center preferred
-3-5 years of related experience and knowledge of scheduling software a plus

Send resume to Carol at Carol@monarchstaffing.com

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