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Digital Support Systems Analyst
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- Primary Office Location: 4140 East State Street.
- The incumbent reviews data and analytics to produce performance reporting for the Contact Center team and executive leadership.
- Conducts agent scheduling, using WFM tools to staff appropriately, in accordance with department standards.
- Maintains workflow management processes and produces agent schedules for the Contact Center in accordance with the department standards to ensure adequate staffing to support customer needs.
- Assists in developing digitized reporting of data derived from Contact Center and digital applications to drive monitoring, support, analytics, and process improvement for Contact Center leadership.
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