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Inbound Workforce Analyst
| Details |
Country: USA
Location: VA Richmond
Total applied: 23
Job Type: Employee
Job Status: Full Time
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Inbound Workforce Analyst
Does being part of a new and exciting team appeal to you? Do you have call center lead or scheduling experience? If you do, this new position could be for you.
As an Inbound Workforce Analyst, you will be responsible for managing and monitoring the daily flow of inbound and outbound calls to the reps. You will analyze the agent schedules to ensure service level requirements are met as well as the efficiency of call routing. Other duties will be:
Perform scheduled and unscheduled routing changes to meet real-time efficiency
Participate in the design and modification of routing strategies
Develop and manage service escalation processes that involve routing changes and staff optimization
Provide analysis and make recommendations to improve service and increase efficiency
To be successful in this role, you should have 3+ years of experience with call center technologies such as ACD, IVR, Predictive Dialer, CRM, WFM, QA, Access.
Apply online today(listed as Inbound Traffic Controller) and be part of a new and exciting team!
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Retail & Wholesale 
