Analyst, Customer Service-Workforce - TForce Freight
Job Responsibility:
- Monitor, analyze and respond to operational data to meet call center service goals
- Call Volume Trends
- KPI Trends/Analysis
- Agent Skill Management
- Communicate service performance to all levels of management, noting exceptions and trends effecting results
- Process exceptions
- Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills
- Complete and provide various reports – give analysis as needed
- Complete Special Projects as needed
- Research and Analysis
- Reports: daily, weekly and monthly
- Process Analysis and Innovation
Job Qualifications:
- Must have strong written and verbal communication skills
- Must be innovative, self-motivated and able to work with little supervision
- Must have strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access
- Knowledge of Call Management Systems, and Scheduling Software
- Must have an outgoing personality, work well with others and be dependable
- Must be willing to work flexible hours on occasion to meet the needs of the business.
Required Education:
- Bachelor’s Degree