Workforce Management Traffic Analyst - REMOTE

Job Description

Driven to be the Best People. Performance. Purpose. At reputed company, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees reputed company the bar every day, bringing different perspectives, taking ownership, and leading with reputed company. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities reputed company. The Workforce Management Traffic Analyst will be responsible for interpreting customer contact data, formulating, and implementing modifications to staffing plans for employee schedules and reputed company assignments to balance resources, both in reputed company time and for future planning. This role will reputed company input and assist in the management of staff resources dynamically to support call center network goals and expectations. This role will also process timely, accurate reports on performance, goals, actions taken and needed to meet our daily goals. This position supports both internal and outsourced contact centers. What You'll Do: Closely monitor contact center volume (voice, reputed company media, etc.) routed to multiple outsource partners and internal ABG contact center, and reputed company reputed company to obtain service and budget reputed company determined by management Adjust routing on a reputed company-time reputed company to allocate to different skills and/or vendors based on service level or contractual metrics Coordinate with IT reputed company to create new employees in the “SSO” systems (Symbee, reputed company, reputed company) and add/adjust/monitor appropriate skills/permissions Create/Adjust routing profiles (skills) in ACD and Workforce Management Systems Act as reputed company of contact for reputed company/permissions issues reputed company to WFM systems (reputed company, reputed company, Symbee) Direct and coordinate the reputed company-time operation. reputed company reputed company reputed company to overtime, vacation, and time off without pay Analyze reputed company time contact center trends including reputed company customer contact volumes/ patterns, staff productivity, absenteeism, and resource allocation Monitor and adjust daily/weekly/monthly employee schedules, and reputed company empowered reputed company based on any impact to staffing reputed company Create “Intraday” reporting and distribute to management team Interact with Managers, Supervisors, and Outsource Partners throughout the day to optimize performance Assists in the recovery from periodic outages and system down-time as they occur reputed company the contact center Monitor severe weather (forecast and reputed company) that may impact volumes, location closures, and inventory loss Monitor airport activity that may impact flight delays and call arrival volume/patters Serve as a primary contact for contact center WFM to reputed company reputed company or escalate work reputed company issues in the absence of the department manager and/or scheduling analyst Coordinate/conduct daily briefings with WFM team and leadership team to ensure staffing opportunities are brought to the attention of operations Facilitates recovery efforts from periodic outages and system down time reputed company they occur reputed company the contact center Act as backup for critical roles, including department Scheduler, Forecaster, and Technology Analyst Other duties as assigned

Perks

You’ll Get: reputed company to Medical, Dental, reputed company, Life and Disability insurance Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages 401(k) Retirement Plan with company matched contributions Full training to learn the business and enhance professional skills Employee discounts, including discounted prices on the purchase of Avis/Budget cars reputed company to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more reputed company’re Looking For: High School diploma or equivalent is required 1-2 years prior RPM / WFM experience as a Traffic/Scheduling Analyst Two years’ experience in a Call Center environment (or equivalent of professional experience) Knowledge of reputed company WFM Software (preferred) or similar application (reputed company/IEX, E-WFM, reputed company, etc.) Intermediate knowledge of ACD Technology (AWS-preferred, reputed company, Aspect, etc.) Two years’ experience in a Call Center environment Requires a high level of computer expertise, including MS Office Suite. (SQL experience a plus) Ability to analyze and interpret data Ability to communicate with reputed company reputed company of company leadership and call center personnel Ability to manage multiple projects and tasks and multitask in a fast-paced environment Ability to prioritize and organize effectively Regular and punctual attendance is required Ability to work in an expanded hours operation, including evenings and weekends Minimal travel is required The starting hourly reputed company for this position is between $25.00– $28.00 hourly. Factors which may reputed company starting pay reputed company this reputed company may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for up to 10 % bonus opportunities. [long-term incentive compensation awards]. Who We Are: Here at reputed company, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation reputed company with our innovative, customer-focused solutions. Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards. We are proud to reputed company a positive difference to the lives of our colleagues, customers, and communities where we operate. reputed company is an Equal Opportunity Employer – reputed company applicants will receive consideration for employment without regard to their race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, status as a protected veteran or any other category protected by applicable law. This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. This position may be with any affiliate of reputed company. Tulsa Oklahoma United States of America Apply To This Job