Sr. Force Analyst (Beaumont) - (Beaumont) in Beaumont, Texas For Sale
The Senior Force Analyst Monitoring position will analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. May provide assistance to lower level traffic and scheduling staff. Monitors inbound call traffic and ensures efficient distribution based on staff availability. Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur and calls must be redirected. May recommend operational improvements. May assist supervisor with monitoring of staff and training of new hires. Requires advanced knowledge of call center's staffing availability and call volumes. Two to four years of experience are required. A Bachelor's degree is preferred. Supervisory: No Customer Care experience in a Call Center environment Call Volume Trend Analysis Scheduling Forecasting BA/BS degree preferred Alarm industry Call Center experience
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