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Analyst, Workforce Management | Customer Care (Remote Position)

Location: Columbus, OH, United States -
Job ID: 1113398
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Apr 4, 2023

Analyst, Workforce Management | Customer Care (Remote Position)

Analyzes call-arrival patterns and business trends to help optimize customer care staffing and call-routing by each skill position within each Line of Business to provide a quality experience to the JCPenney customer.

Primary Responsibilities:
  • Utilize Cisco, WFM software, and other tools to analyze call arrival patterns including cyclical, seasonal and time-based trends for each Line of Business.
  • Evaluate marketing and media historical information needed to forecast network call volumes based on future marketing.
  • Develop and prepare detailed call plans at 1-Week, 3-Week and 12-Week intervals for budget and peak season. These plans are used to determine voice, data and staffing needs.
  • Forecasts the weekly, daily and half-hour calls volume to ensure company sales and customer service levels.
  • Analyzes and proposes changes to the CISCO ICM call routing to provide the best possible call routing for each call type by Line of Business to assist with meeting service-level objectives.
  • Provides visibility to Customer Care Operations and Management through report creation and implementation.

Core Competencies & Accomplishments:
  • Experience: College degree in business or 3-5 years of equivalent business experience in an analyst role or Call Center environment. NICE experience preferred.
  • Skills: Ability to analyze, think critically, proactively propose solutions, and communicate effectively in writing and verbally.
  • Thinks Critically: Develops sound conclusions based on analysis of data & deep understanding of the business/ customer; understands complex issues & makes sound decisions based on wisdom & experience; anticipates implications of decisions; finds solutions with minimal guidance.
  • Strategic Vision: Sets a purpose & outlines a future path for the organization; provides clear expectations & shares rationale behind decisions that are made; identifies strategies & objectives.
  • Drives Change: Moves fast to make things happen with positive attitude; shows energy to implement within aggressive yet realistic deadlines; adapts quickly to changing situations; uses sound judgment.
  • Takes Initiative: Shows curiosity; strives toward continuous improvement & learning; takes action without being prompted; is motivated & resourceful in achieving successful results quickly.

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

About JCPenney:

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney's Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.

Job Title: Analyst, Workforce Management | Customer Care (Remote Position)
Location: Columbus, OH, United States -
Job ID: 1113398

J.C. Penney Company Inc.
Plano, Texas

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