Workforce Management Traffic Analyst

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🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $25 - $28 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

🚫👨‍🎓 No degree required

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Avis Budget Group International

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

We don’t just rent cars. We’re changing the way people move. Across our world-famous brands – Avis, Budget, Zipcar and Payless – we’re leading the way for the global mobility industry. We’re continually harnessing the latest technology to develop integrated products and services that will offer entirely new travel possibilities with more convenience and flexibility than ever before. We’re looking for the very best talent to help us do it, and in return we offer a fast-paced and collaborative working environment, where we’re committed to fostering innovation and putting the customer at the heart of everything we do.

📋 Description

• Closely monitor contact center volume (voice, social media, etc.) routed to multiple outsource partners and internal ABG contact center, and make decisions to obtain service and budget levels determined by management • Adjust routing on a real-time basis to allocate to different skills and/or vendors based on service level or contractual metrics • Coordinate with IT Security to create new employees in the “SSO” systems (Symbee, Amazon, Verint) and add/adjust/monitor appropriate skills/permissions • Create/Adjust routing profiles (skills) in ACD and Workforce Management Systems • Act as point of contact for access/permissions issues related to WFM systems (Verint, Amazon, Symbee) • Direct and coordinate the real-time operation. Make decisions related to overtime, vacation, and time off without pay • Analyze real time contact center trends including all customer contact volumes/ patterns, staff productivity, absenteeism, and resource allocation • Monitor and adjust daily/weekly/monthly employee schedules, and make empowered decisions based on any impact to staffing levels • Create “Intraday” reporting and distribute to management team • Interact with Managers, Supervisors, and Outsource Partners throughout the day to optimize performance • Assists in the recovery from periodic outages and system down-time as they occur within the contact center • Monitor severe weather (forecast and current) that may impact volumes, location closures, and inventory loss • Monitor airport activity that may impact flight delays and call arrival volume/patters • Serve as a primary contact for contact center WFM to make decisions or escalate work related issues in the absence of the department manager and/or scheduling analyst • Coordinate/conduct daily briefings with WFM team and leadership team to ensure staffing opportunities are brought to the attention of operations • Facilitates recovery efforts from periodic outages and system down time when they occur within the contact center • Act as backup for critical roles, including department Scheduler, Forecaster, and Technology Analyst • Other duties as assigned

🎯 Requirements

• High School diploma or equivalent is required • 1-2 years prior RPM / WFM experience as a Traffic/Scheduling Analyst • Two years’ experience in a Call Center environment (or equivalent of professional experience) • Knowledge of Verint WFM Software (preferred) or similar application (NICE/IEX, E-WFM, Genesis, etc.) • Intermediate knowledge of ACD Technology (AWS-preferred, Avaya, Aspect, etc.) • Two years’ experience in a Call Center environment • Requires a high level of computer expertise, including MS Office Suite. (SQL experience a plus) • Ability to analyze and interpret data • Ability to communicate with all levels of company leadership and call center personnel • Ability to manage multiple projects and tasks and multitask in a fast-paced environment • Ability to prioritize and organize effectively • Regular and punctual attendance is required • Ability to work in an expanded hours operation, including evenings and weekends • Minimal travel is required

🏖️ Benefits

• Access to Medical, Dental, Vision, Life and Disability insurance • Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages • 401(k) Retirement Plan with company matched contributions • Full training to learn the business and enhance professional skills • Employee discounts, including discounted prices on the purchase of Avis/Budget cars • Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more