Call Center Analyst

Job Description

SEASONAL WORKFORCE ANALYST

Remote position

GENERAL DESCRIPTION OF POSITION

Candidate will serve as a Seasonal Workforce Management Analyst on the Scheduling Team in a Contact Center environment. This role will take primary responsibility for the Time-Off management process for the contact center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary responsibility is the approval and denial of all Time-Off requests made in the contact center.

Enter all approved Time-Off requests into the scheduling software.

Assist the team with front office tasks, such as email and voicemail messages.

Performs any other related duties as required or assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Two or more years of experience working in a contact center environment.

Must be familiar with MS Excel.

Experience working in Genesys Cloud is preferred.

Ability to work with minimum supervision.

Demonstrated strong analytical skills.

Ability to work in a fast pace and often stressful environment.

Ability to learn quickly and make decisions impacting business performance.

Ability to quickly organize information.

Ability to work all hours of operation, including some evenings and weekends as business need dictates.

Data entry skillsCompany Description

The Fountain Group is a nationwide staffing firm with over 80 Fortune 100-500 clients. Since 2001, TFG has maintained a consistent standard of excellence, and our work is broadly recognized every year through numerous industry performance awards. Our success is a team effort.

Browse our website below for additional information on our company.

The Fountain Group

4505 Woodland Corporate Blvd, Tampa, FL 33614

“We work in Life Sciences, Clinical, Engineering, IT, and more. Above all, we specialize in people.”