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Company Info

DataSoft Technologies, Inc.

11555 Medlock Bridge Road
Johns Creek, GA, United States

Phone: 770-751-3020
Web Site: www.datasoft-tech.com

Company Profile

Traffic Analyst


Job ID:



Jacksonville, FL, United States 



Job Views:


Employment Type:

Contract - W2



Job Description:

DataSoft Technologies is a highly recognized provider of professional Consulting services in the US. Founded in 1994, DataSoft Technologies, Inc. provides staff augmentation services for Information Technology and works with end Clients and implementation Partners only.
Currently we are looking for a Traffic Analyst for a long-term contract opportunity.

Role: Traffic Analyst
Location: Jacksonville, FL

 Job Description:
• Supports multiple locations real-time by monitoring phone activity and adjusting resources to meet service and inventory objectives.
• Monitor and update the Business Contingency Plan to ensure accuracy. 
• Monitors routing overflow call traffic to outsourced vendors.
• Analyze traffic trends, isolates trouble areas and escalates to business areas proactively.
• Provide Forecast Analysts with ad-hoc, after call work, average handle time, and audit trail reports.
• Support analysis of call center trends, including call volume, call patterns, staff productivity, attrition rates and resource allocation.
• Communicate with call center staff to address real-time productivity concerns, such as excessive time in the after-call work status.
• Develop standardized reporting of statistical information and data in an effective manner for management.
• Supports the workforce management activities within a shared services environment.
• Monitor real-time service levels, average speed of answer, and schedule adherence by half-hour using Aspect e-Workforce Management Tracking module and Real-Time Adherence software, CMS CentreVu or other resources. 
• Realign resources to optimize coverage and service by scheduling based on skill set and priority.
• Collect contact center data for analysis, reporting, managing of staffing needs, and improving processes.
• Communicate with front-line leaders to address staffing needs.
• Create and manage an attendance hotline to enable centralized communication.
• Execute contingency plans for service level challenges, system outages, closed units or other catastrophic events.
• Maintain agent lists within CentreVu (CMS).
• Moderate to heavy keying required.
• Supports multiple locations real-time by monitoring phone activity and adjusting resources to meet service and inventory objectives.
Skills Required:
• 3+ years related work experience defined as customer service.
• 2+ years experience in a call center environment.
• 2+ years experience with call center metrics and performance standard.
• 2 + years experience with monitoring and scheduling tools such as Aspect, ESP (e-Schedule Planner), CentreVU, or CMS or other resources identified. 
• Experience with resource management processes, practices and applications.
• Experience with Word and Excel.
• Experience delivering presentations to large groups at all levels.
• Access database queries experience.
Associate Degree or 4 years of related work experience.

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