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Workforce Analyst (Call Center) - (Cranston, RI) - Immediate Hire! at LogistiCare

Posted in Other 30+ days ago.

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Type: Full Time
Location: Cranston, Rhode Island

Job Description:

The Contact Center Real-time Analyst will work side-by-side with the Leadership Team for each book of business to control and maintain optimal daily and monthly workforce performance.

Reports performance metrics for all lines of business for workforce related key performance indicators
Maintains accurate and current account of site phone staff (e.g. Entering required staffing resource schedules/exceptions)
Monitors resources, call queues and skilling management
Provides formal and informal SVL performance updates
Partners with operations to preschedule coaching, training and meetings
Schedules phone activities in partnership with leaders
Identifies and reports staffing concerns that negatively impact service level performance
Monitors performance and enters new hire agents into workforce systems
Ensures reports are complete, accurate and issued on established cadence
Provides key insights from analysis and interpretation of data
Performs other duties as assigned

Competency Statement(s)
Accurate - Ability to perform work accurately and thoroughly
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Decision Making - Ability to make critical decisions while following company procedures.
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trustworthy


High School Graduate or General Education Degree (GED)

2 to 5 years contact center customer service experience is strongly preferred
1+ year(s) experience in a Resource Management/Workforce Contact Center position strongly preferred

Excellent customer service and people skills and must be able to work independently or with a team
Ability to quickly learn new technology and processes
Must be able to understand and follow complex instructions
Read, write and understand English fluently
Ability to accurately type 35wpm

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
-Able to sit at and work on a computer for periods of time
-Able to use the phone for periods of time
-Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves
-Required to be at the work location to perform job functions
-Ability to speak, hear and see for the assigned work day
-Repetitive key stroke/data entry for the assigned work day
-Ability to ambulate as needed for the assigned work day
-Ability to meet the requirements of the Customer Service Representative job description

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.

LogistiCare is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled