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Business Analyst Associate 16672

  • By Admin
  • June 21, 2024

Location: Juno Beach, FL

Rate: $36.88/hr

Contract End Date: 12/31/2024

Job Description:

We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth operation of our contact center by administering workforce management, scheduling, configuring the contact center’s omnichannel communications platform, performance analysis and reporting, and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.

Workforce Management & Scheduling:
o Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).
o Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.
o Manage agent time off requests and ensure adequate staffing levels are maintained.
CXOne Platform Configuration:
o Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.
o Troubleshoot basic system issues and escalate complex problems to IT support.
o Stay up to date on CXOne, IVR, and contact center best practices.
Performance Analysis & Reporting:
o Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.
o Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.
o Prepare reports for management, highlighting key metrics and insights.
First-Level Technical Support:
o Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.
o Document and escalate complex technical issues to IT support.
o Maintain a knowledge base for frequently encountered issues and solutions.

• Minimum 2-3 years of experience in a contact center or related business operations environment
• Strong understanding of contact center operations and best practices
• Proven experience with workforce management (WFM) software and scheduling principles
• Experience working with a communications platform like CXOne (a plus)
• Excellent analytical and problem-solving skills with a data-driven approach
• Strong communication, interpersonal, and organizational skills
• Proficient in Microsoft Office Suite and comfortable learning new software programs
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment

To apply for this job email your details to chrissy.mulay@gttsi.com