Workforce Real-Time Analyst (Remote)

Employment typeFull-Time

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  • Job Description

      Req#: otyKifwN
      Employer Industry: Retail

      Why Consider this Job Opportunity:
      - Competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, and 401(k) with company match
      - Opportunity for career advancement and growth within the organization
      - Ability to work remotely
      - Offers a competitive associate discount on JCPenney merchandise
      - Chance to work for one of the nation's largest retailers with a growing portfolio of private and national brands
      - Positive work environment guided by the Golden Rule

      What to Expect (Job Responsibilities):
      - Continuous monitoring of the Customer Service Center (CCSC) Network call flow using various monitoring tools
      - Compile and analyze call flow trend graphs and statistics
      - Compile and maintain accurate reports
      - Communicate business impacting trends to CSC's and other field units
      - Adjust routing thresholds/parameters to maintain center efficiencies and support customer service levels

      What is Required (Qualifications):
      - Minimum of 6 months call center experience
      - Above average written and oral communication skills
      - Availability to work day, night, weekend, and holiday shifts
      - Detail-oriented with good organizational skills
      - Working knowledge of Windows, Excel, Word, and other Microsoft business applications

      How to Stand Out (Preferred Qualifications):
      - Previous experience with Nice/IEX desired

      #Retail #CustomerService #CareerOpportunity #CompetitiveBenefits #WorkLifeBalance

      At Talentify, we prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
      Talentify is not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.
  • About the company

      As we reinvent ourselves to fit the diversity of America, we are looking for motivated, talented people who can emerge as Warriors in our organization. JCPenney offers an inclusive environment and culture where you can find and define yourself - your style, your purpose and your career.