Analyst, Customer Service-Workforce - TForce Freight

Job Description

Job Responsibility:


* Monitor, analyze and respond to operational data to meet call center service goals
+ Call Volume Trends
+ KPI Trends/Analysis
+ Agent Skill Management


* Communicate service performance to all levels of management, noting exceptions and trends effecting results


* Process exceptions


* Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills


* Complete and provide various reports - give analysis as needed


* Complete Special Projects as needed
+ Research and Analysis
+ Reports: daily, weekly and monthly
+ Process Analysis and Innovation

Job Qualifications:


* Must have strong written and verbal communication skills


* Must be innovative, self-motivated and able to work with little supervision


* Must have strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access


* Knowledge of Call Management Systems, and Scheduling Software


* Must have an outgoing personality, work well with others and be dependable


* Must be willing to work flexible hours on occasion to meet the needs of the business.

Required Education:


* Bachelor's Degree