Posted On: 3-19-2015
Position Title: Command Center Analyst
Job Location: Aurora, CO
Apply At: https://careers.staples.com/jobs/customer-service-contact-centers/command-center-analyst-aurora-14383152/

Job Title: Command Center Analyst Job Grade: 32
Reports To:

Command Center Manager

 Job Code: 973032
Department: Workforce Management Business Unit: CANDL
PURPOSE OF JOB
Manage the intraday operation of the NAD and Third Party Customer Service Contact Centers coordinating all activities to meet service level objectives throughout all hours of operation. Generate, review and analyze Business Unit reports. Actively communicate service delivery issues to other WFM team members, executive management and the Business Units.   Coordinate and implement disaster recovery procedures as appropriate.
PRIMARY DUTIES AND RESPONSIBILITIES
 

• Initiates and implements appropriate actions to ensure service objectives are met based on current volume, AHT and Staffing trends.
• Analyzes staffing trends and makes recommendations to management including the use of VTO and overtime.
• Identifies, resolves and escalates volume, staffing and systematic concerns in a timely manner.
• Proactively react to service delivery issues using call allocation and routing changes and or staffing changes.
• Partner with internal and external resources to manage and resolve service impacting events.  Analyze and troubleshoot ACD and related telephone data for all locations on a regular basis and make recommendations for improvement to the management team.   Maintain integrity of related software and data received/reported
• Provide Tier1 Telecom and contact routing support to Customer Service locations.
• Maintain Agent groups in CMS and Agent datacenter in Aspect.
• Identifies, resolves and escalates volume, staffing and systematic concerns in a timely manner.
• Create reports using CMS and Micro Strategy.
• Distribute reports on performance.  Provide analysis on performance.
Internal & External Customers / Suppliers as well as Third Parties  (i.e. include level or job title of customer relationship and the nature of the customer relationship management and service delivery)
• Work closely with other support groups to plan and execute projects and initiatives such as focus groups, roundtables, training events, and large scale meetings.

KPIs– Key Performance Indicators (i.e. how is success defined in this role?)
• Service level Performance
• Occupancy percentage within acceptable range
• Internal customer satisfaction as measured through WFM survey
• Schedule maintenance accuracy
• Contact routing accuracy

 
KNOWLEDGE / SKILL REQUIREMENTS
Basic Requirements
• Two years’ experience in a contact center
• One year experience in Workforce Management, preferably in real time management.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Strong organizational skills to meet deadlines in an environment of constantly changing priorities.
• Excellent interpersonal skills with enthusiasm and pride in workmanship.
• Excellent organizational / analytical skills and proven problem solving ability.
• Proven verbal and written communication skills required.
• Ability to convey information in group settings across level simply and logically adapting content and level of detail to meet the needs of the audience.Other Skills (e.g. specialized training, language proficiency, functional expertise etc.)
• Advanced level experience with Aspect eWFM, Aspect RTA and Avaya CMS preferred.
• Proven understanding of Workforce Management processes/theory and organization.
• Strong knowledge of Excel, Outlook, Power Point, Word, Access
Preferred Requirements:• Bachelor’s degree preferred

• Knowledge of Kronos and Micro Strategy preferred.
PHYSICAL DEMANDS / WORKING CONDITIONS
BUDGET ACCOUNTABILITY
  • N/A
RECOMMENDED QUALIFICATIONS
Approved By: Date:
Last Updated By: Date: