Workforce Real-Time Analyst – Customer Care
Remote Work
shift: 1:00 Pm to 9:30 PM Tuesday - Saturday Eastern Time
Primary Responsibilities
· Continuous monitoring of the 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
· Communicate business impacting trends
· Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels
· Compile and maintain accurate reports
· Maintain logs of trouble reports
· Problem resolution with IT, home office support and outside vendors
· Perform other related tasks, as assigned
Core Competencies & Accomplishments
· Requires a minimum of 6 months call center experience
· Remote, work-from-home requires associates to personally maintain high speed internet connectivity minimum of 20 Mbps download and 1.5 Mbps upload and have a designated workspace free from noise and distraction.
· Ability to be scheduled to work during day/night/weekend/holiday shifts
· Proficient knowledge of Windows, Excel, Word and other Microsoft business applications
· Requires the ability to work, problem solve and make decisions without direct supervision
· Above average written and oral communication skills
· Resilient and adept to managing effectively through change on a consistent basis
· Detail-oriented with solid organizational skills
· Customer Focus, Embrace Accountability, Strategic Thinking, Drive Execution, Collaborate Effectively, Cultivate Learning
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 $20.00-$25.00 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 .
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