Wfm Real-Time Analyst - Remote

Workforce Real-Time Analyst

Remote Work

Shift: 2:00pm-10:30pm Eastern

Primary Responsibilities

• Continuous monitoring of the Customer Service Center (CSC) Network call flow using Genesys, 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 Genesys
• Perform other assigned tasks, as assigned

Core Competencies & Accomplishments

• 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.
• 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
• Remote, work-from-home requires associates to maintain a minimum connectivity of 20Mbps download and 1.5Mbps upload, and have a designated work space free from noise and distraction.

What you get

We offer a fast-paced and energetic and professional work environment, competitive benefits package including medical, dental, vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match for eligible associates, and a generous associate discount on JCPenney merchandise.

The pay range for this position is 7.25-5.75 per hour.

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. JCPenney celebrates over 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.