Command Center Analyst, Workforce Management RTA

Qualifications

• · Bachelor’s degree preferred or equivalent workforce management experience
• · 2+ years of previous experience working in real-time adherence, forecasting, monitoring and analysis of customer contacts in a real-time contact center environment preferred
• · Technical or automotive experience a plus
• · Handles work and relationships responsibly with professionalism and emotional intelligence; effectively manages emotions, welcomes and accepts feedback and owns opportunities
• · Highly innovative and creative thinker; considers the impact on customers in their decision-making process
• · Self-Motivated: Able to multi-task in busy surroundings and work effectively both independently and with other team members; takes initiative and thinks/acts proactively
• · Reliable and Flexible: Is willing to work a flexible work schedule and able to work in-office; must possess reliable transportation
• · Adapts to Change: Appreciates challenges and looks for new learning experiences; learns quickly and grasps new concepts and quickly applies them to the job
• · Performance does not deteriorate under stress; able to stay focused on the customer despite distractions.
• · Excellent and professional communication skills, verbal and written
• · Ability to manage multiple activities at once in a high-pressure, fast-paced environment
• · Working knowledge of industry standard contact center technology (ACD, IVR, network features), reporting automation applications
• · Ability to prioritize effectively with a demonstrated history of independent decision-making capabilities and strong organizational skills
• · Able to work with others in a highly collaborative way, listen to others’ input, values outside perspectives, continuously seeks feedback
• · Comprehensive understanding of contact center metrics
• · Computer literacy, technical aptitude, PC, word processing and spreadsheet experience required. Demonstrates the ability to handle visual monitoring and data entry simultaneously.
• · Thorough knowledge of NICE IEX WFM application
• · Proficiency in Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), CCPulse, Siebel, SalesForce
• Be Part of Our TP Family
• It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
• TP is an Equal Opportunity Employer