Traffic Analyst – Verizon Business

Traffic Analyst (Workforce)
(National Capital Reg – Makati City)

Responsibilities:

* Completed any 4-year College Education
* Strong math skills and statistical report analysis of call volume variables such as; ASA (queue delay times), AHT/AWT, Occupancy, % Calls offered and % abandoned; knowledge of Automatic Call Distribution systems (ACD).
* General experience working in a large-scale production environment, preferably in a Call Center.
* Familiarity with call center queue monitoring systems, such as CCMIS and workforce management scheduling applications, such as TCS.
* Basic use of Operator Statistics programs, such as (OpStats) or other Agent Productivity applications.

Requirements:

* Must be a graduate of any 4-year college course and/or 1-year work experience in related job
* Ability to analyze and interpret real-time call volume and operator activity on CCMIS.
* Utilize mathematical reasoning to audit all daily product reports, recognize discrepancies and reconcile errors.
* Must have the ability to discern between the various types of issues and escalate to the appropriate department supervisor or manager using proper protocol.
* Must be a team player.
* Effectively communicate routine information to all levels within the organization.
* Skillfully exert leadership that yields effective, positive business results.
* Must be flexible to the different shift schedules and demand of the job.
* Must have the initiative to generate the assimilation of the daily and monthly reports for all products and distribute reports.
* Demonstrate ability to perform multiple tasks simultaneously without compromising work quality and quantity.
* Basic knowledge and use of Microsoft Excel spreadsheets and Word documents, including editing forms.
* Gather critical detail in order to report technical issues accurately and effectively.
* Familiarity with call center queue monitoring systems, such as CCMIS or Avaya and workforce management scheduling applications, such as TCS or eWorkforce.

Company Name :
Verizon Business
Industry :
Telecommunication
Type of Company :
Private Limited Company, Local Based Company
Location :
G/f – 3/f Bldg. Northgate Cyberzone, Filinvest Corporate City, Alabang Muntinlupa City 1770

No related posts.