Workforce Analyst, Premier Support

The Workforce Analystpossesses a strong working knowledge of real time call center operations,staffing, call center metrics and scheduling. This position is responsible forproviding clear and concise statistical reporting in a diverse environment. TheWorkforce Analyst monitors intra-day call traffic and real time staffing toensure optimal service levels and metrics goals are achieved on an interval anddaily basis. This position is required to make timely, proactiverecommendations to management based upon changing business needs and maintaindetailed record keeping.

Primary Duties andResponsibilities

  • Manage daily service levels to plan
  • Coordinate staffing plan with operationsmanagement
  • Make recommendations to operations management onstaffing levels to balance service objectives and cost
  • Keep operations and workforce managementinformed real-time of service risks or issues
  • Maintain agent schedules in real time
  • Act as central communications point for anytechnology or facility issues affecting call center and support operations
  • Other duties as required

Qualifications

  • High School Diploma or equivalent
  • Knowledge of Workforce ManagementSoftware
  • Knowledge of Avaya CMS
  • A background in call center operations
  • Knowledge of Microsoft Office 2000 or 2003 includingWord, Excel and PowerPoint
  • Knowledge of Microsoft Outlook as an emailclient
  • High School Diploma or equivalent
  • Interact in a professional manner withteammates, leaders and others
  • Excellent human relations, communication andteam skills
  • Proficient, analytical and decisive troubleshootingskills
  • Focused and able to work independently
  • Must be able to be stationary at the computerfor extended periods of time

EOE

About Asurion

For two decades, Asurion has led the technology protectionindustry around the globe. The Company provides premier support solutions toenable optimum use of technology; digital applications to protect their privacyand provide security; and rapid replacement of lost, stolen, damaged ormalfunctioning devices. Asurion partners with the leading wireless companies,retailers and service providers enabling them to focus on their businesses andto provide services that delight their customers. Asurion’s 14,000 employeesworldwide specialize in fulfilling the needs of more than 280 millionconsumers. For more information about Asurion, including customer serviceratings and reviews that help drive continuous improvement, please visit www.asurion.com.


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