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WFM Real-Time Analyst

Location: Columbus, OH, United States -
Job ID: 1102603
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Apr 6, 2021

WFM Real-Time Analyst

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.

Primary 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

Core Competencies & Accomplishments:

  • 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

About JCPenney:

At JCPenney, we share a passion for serving customers, supporting our communities and being the best retailer for all families. As a company founded on the Golden Rule, our success is rooted in the belief that we treat everyone the way we would want to be treated. At every touchpoint, customers discover stylish merchandise at incredible value from an extensive portfolio of private, exclusive and national brands. Reinforcing this shopping experience is the customer service and warrior spirit of approximately 90,000 associates across the globe, all driving toward the Company's mission to help customers find what they love for less time, money and effort.

Working at JCPenney means joining a dedicated team of associates who are encouraged to be uniquely themselves in a safe, caring and welcoming environment. It is a place where careers prosper, accomplishments are celebrated and diversity flourishes. It’s a place that’s meant for you.

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

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Job Title: WFM Real-Time Analyst
Location: Columbus, OH, United States -
Job ID: 1102603

J.C. Penney Company Inc.
Plano, Texas

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