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Workforce Real-Time Analyst - Network Oper Ctr

Location: Columbus, OH, United States - Network Oper Ctr 5555 Scarborough Blvd
Job ID: 1087810
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Mar 25, 2020

General Description

JOB PURPOSE:

The Workforce Analyst will analyze 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.

 

 

REPORTS TO:

KEY PARTNERSHIPS:

CCO Supervisors

 

 

KEY RESPONSIBILITIES FOR THIS ROLE:

Responsibilities:

  • Continuous monitoring of the Customer Service Center (CCSC) Network call flow using Cisco Real Time Monitor, AT&T Call Attempt Monitor, NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone Analyzer
  • Compile and analyze call flow trend graphs and statistics
  • Compile and maintain accurate reports
  • Communicate business impacting trends to CSC’s and other field units
  • Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels
  • Keep logs of all trouble reports
  • Problem resolution with ITSD or Home Office Support and outside vendors including AT&T and Cisco
  • Perform other assigned tasks as assigned

 

Preferred Qualifications:

  • Requires a minimum of 6 months call center experience
  • Above average written and oral communication skills
  • The ability to work day, night, weekend and holiday shifts
  • The ability to accept and work with change on a continual basis
  • Detail oriented with good organizational skills
  • Working knowledge of Windows, Excel, Word and other Microsoft business applications
  • Requires the ability to work, problem solve and make decisions without direct supervision

 

 

COMPETENCIES NEEDED TO PERFORM EFFECTIVELY IN THIS ROLE:

 

 

 

   

 

  • Drives for Results – Acts decisively and quickly, sets aggressive goals and takes appropriate risks, creates a culture of continuous improvement and actively search for ways to do more with less.

 

  • Applies Critical Thinking – Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.

 

  • Executes with Excellence – Develops and prioritizes plans that help achieve Company goals, executes plans that are well-organized and efficient, delegates work effectively and communicates expectations to others.

 

  • Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.

 

  • Embraces a Growth Mindset – Applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.

 

  • Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.

Job Title: Workforce Real-Time Analyst - Network Oper Ctr
Location: Columbus, OH, United States - Network Oper Ctr 5555 Scarborough Blvd
Job ID: 1087810

J.C. Penney Company Inc.
Plano, Texas

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