Posted on: 6-10-2013
Title: Command Center Analyst
Location: Aurora, CO or Framingham, MA

Contact Name: Megan Knowles

Link to apply:

Job Description:


  • Monitor contact handling performance for all lines of business at all Customer Service locations
  • Notify business units of performance issues on a timely basis and take actions necessary to ensure service level targets and financial performance goals are met
  • Proactively react to service delivery issues using call allocation and routing changes and/or staffing changes
  • Utilize the intraday plans (IDPs) incorporating current trends to flex schedules as necessary by collaborating with site operations to solicit overtime or voluntary time off as appropriate
  • Partner with internal (telecom, IS, routing specialists, etc.) and external (AT&T, Arise, etc.) resources to manage and resolve service impacting events
  • Provide feedback on results highlighting both areas of success as well as areas of opportunity. Suggest solutions for improved future results
  • Analyze and troubleshoot ACD and related telephony data for all locations on a regular basis and make recommendations for improvement to the management team
  • Provides tier-1 telecom and contact routing support to Customer Service locations
  • Recognize and interpret trends and recommendations for operational improvements as necessary
  • Review current processes of real time management to uncover potential opportunities for improved efficiency
  • Allocate staffing resources to ensure external customers expectations are met within budget
  • Partner with business on intra-day service impacting staffing decisions
  • Assist customers with the analysis and interpretation of contact center data and metrics and make recommendations for changes to optimizes functionality
  • Interacts regularly with business partners at all levels assisting with same-day service level questions
  • Partner with Telecom as needed to support business continuity

Skills/ Education:

  • Associates degree. Bachelors degree preferred.
  • 1 yr Contact Center/ Call Center experience required
  • 1 year Workforce Management experience preferred
  • Proficient in the use of Workforce Management Software (Aspect, IEX, Blue Pumpkin) preferred
  • Knowledge of automated call distribution systems (Avaya CMS, etc.) preferred
  • Proficiency in the use of AT&T “Route It” and Business Direct and other call routing tools preferred
  • Excellent speaking-listening-writing skills
  • Solid analytical and problem solving abilities
  • Attention to detail and accuracy
  • Proficiency in Microsoft office with an emphasis on Excel. Intermediate Excel skills required
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  • Ability to develop new ideas and creative solutions