WFM Real-Time Analyst

Job Title : 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 Companys 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.