Call Center Analyst

Equal Employment Opportunity RBS Card Services is an equal opportunity and affirmative action employer. RBS Card Services does not discriminate on the basis of race, color, religion, sex, age, national origin, physical or mental disability, sexual preference, gender identity or expression, or status as a special disabled veteran, Vietnam veteran, or other veteran of the United States Armed Forces, or any other protected characteristic. Pay,Benefits, & Work Schedule Hours per Week: 40 Work Schedule: Tuesday to Saturday (10am to 7pm) Qualifications High school diploma. 1-2 years contact center experience. Previous experience with analytics and reporting required. Knowledge of contact center policies and targets. Knowledge of Avaya CMS/CentreVu Supervisor or equivalent call management system and all reporting capabilities. Detail oriented and thorough in researching issues regarding real time floor operations. Strong interpersonal skills. Ability to interact with all levels within the organization. Knowledge of Microsoft Office applications, particularly excel. Good understanding contact center basics and terminology. Good customer service skills. Detail oriented with the ability to thoroughly research all issues. Responsibilities This position is responsible for ensuring that the contact center service level performance is consistently met throughout the hours of operations. Works closely with the workforce analysts to ensure the correct staffing levels are achieved and adjustments are made real time. Responsible for ensuring that the contact center achieves service level by interval. Assists supervisors with notification of incorrect real time activities. Ensures smooth skill based routing occurs correctly. If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=508197-3-663 Search for this position with the Reference Code 340304 entered in the Job Requisition # section of your search. Job Title: Call Center Analyst Company: RBS Card Services Location: US-CT-Bridgeport Status: Full Time, Employee Job Category: Customer Support/Client Care Company: RBS Card Services Reference Code: 340304