Telephone Support - Workforce Analyst Ii

Operations

The Operations department is Credit One Bank's touchpoint with its customers. They build customer satisfaction and loyalty through best-in-class customer service. We're all about providing the customer with the service they want at the channel of their choice.

Position Summary

The Workforce Analyst II position supports the Customer Service leadership team by providing insight and analysis of 3rd party agency call handling effectiveness. This is accomplished by identifying call handling trends and opportunities, recommending solutions to narrow or close performance gaps, and in many cases, taking immediate action to drive operation effectiveness. The Workforce Analyst II generates and reviews call metric KPI reports, real time adherence, roster management, and access rights requests. In addition, the role supports the Customer Service department by acting as liaison between the Internal Operations team, IT department and 3rd party vendors when system outages are reported.

Essential Job Functions:

• Analysis and creation of reports to identify trends and provide direction to internal and external units for appropriate enhancements to improve servicing
• Real time management of department goals including Global ASA, Staffing Compliance and Forced Disconnects
• Regularly complete, review, and obtain approval for work orders, vendor access forms and roster changes
• Effectively document ad-hoc changes to volume allocation including but not limited to Impact Logs, CMS reporting, DR / BCP, and Forecast Allocation
• Participate in projects or process improvement initiatives that achieve and support the company's strategic initiatives
• Attend and facilitate staffing and business review meetings as required
• Act as a point of contact for the customer service team on IT / network team conference calls as required
• Must exemplify professional and ethical behavior

Position Requirements:

• 1 year of workforce management experience (e.g., RTA, Scheduler) for an inbound call center operation is preferred
• Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon Rates through real-time workforce management
• Experience with the CMS interface is preferred
• Demonstrated verbal and written communication skills
• Demonstrated organizational skills
• Must have PC skills and the ability to utilize software such as, Microsoft Word, Windows, Excel, PowerPoint, etc.
• Experience using WFM/Forecasting/Scheduling Software preferred

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.

Other details

• Job Family S2 - Intermediate Support
• Pay Type Hourly

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