Harte Hanks
From Harte Hanks's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
Continuously monitors Real Time Adherence (RTA) to identify queues, maintain service levels and Average Speed Answer (ASA), identify unproductive associates, and manage areas with usual calling patterns
Regulates real-time call volume in a multi-skill call center environment.
Uses workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing levels and to determine the most effective methods for staffing adjustments.
Assesses availability for training, special projects, and other functions.
Track’s performance of call routing strategy and makes recommendations to improve service levels and efficiency.
Provides clerical support as required.
Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity.
Act as the central point of contact for all schedule exceptions and time off requests.
Assure the timely dissemination of reports and information.
Updates CMS agent groups and split/skill lists.
Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
Completes special projects as required.
Candidate must possess at least a Bachelor's/College Degree in any field.
At least 1 year(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced Employees, others or equivalent.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably experienced in the ff tools: CMS, IEX Total view, or any other WFM software, MS Office, especially Excel
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Hi [Name], I just applied for the Real Time Analyst role at Harte Hanks. My background in [your most relevant experience] lines up well with what the team is looking for. Would you be open to a quick chat, or could you point me to the right person on the team? Thank you!
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