Workforce Analyst

Position Title: Workforce
Analyst, Customer Care

Team/Area:
Customer Care/Contact Center

Reports To: Workforce
Team Leader, Customer Care

Salary:
Commensurate with experience

NIIT
Media Technologies (NMT) is the world’s first solutions and services firm to
provide media companies with comprehensive, media industry-specific, business
and IT solutions and both front- and back-office operations delivery. With a track record of nearly 100 years of
media industry, business process and technology expertise, NMT helps media
companies enhance their operational efficiency, reduce their operating expenses
and increase their revenue.

Job Summary:

Reporting
to the workforce team leader, Customer Care, this position responsible for monitoring real time data and
working with customer care leadership to ensure service level agreements are
being met through proper creation, adherence and compliance to scheduling as
well as tracking customer care commissions and preparing monthly client
billing. Additionally this position will
create, analyze and report on customer care activities to both internal and
external customers on a daily/weekly/monthly basis.

Primary Job Responsibilities:

· Monitor
real time data to ensure service level agreements are being met.

· Create
and track adherence and compliance to schedules to ensure proper staffing
levels are in place to meet client needs.

· Track
and report customer care commission.

· Prepare
monthly client billing.

· Create,
analyze and report on customer care activities to both internal and external
customers on a daily/weekly/monthly basis.

· Foster
good relations across departments; work closely with all levels of management
on the entry, tracking and auditing of all statistical data for customer care.

· Maintain
an acceptable level of system’s knowledge for the NMT Call Center to include
NewsCycle and CircPro.

· Other
duties as required.

Travel:

Typically
less than 5% travel

Requirements:

· 1-3
years of contact center or relevant work experience

· Strong
analytical skills

· Excellent
oral and written communication skills

· Proficient
with Microsoft Office Suite, with a focus on Excel

· Strong
focus on customer service

· Availability
to work varying schedules to support seven day a week operations, including
holidays.

· Ability
to work in fast-paced environments, working with multiple teams and contracts,
juggling multiple projects simultaneously, multi-tasking

· Ability
to perform and deliver under pressure

· Must
maintain confidentiality of information concerning customer accounts, as well
as employee, data and personnel issues.

· Previous
data entry skills.

· Must
be able to lift, carry and push up to 25 lbs.

This
is not necessarily an exhaustive list of all responsibilities, skills, duties,
requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate
reflection of the current job, management reserves the right to revise the job
to require that other or different tasks be performed when circumstances change
(e.g., emergencies, changes in personnel, workload, rush jobs, or technological
developments).

Qualified applicants may be subject to a background check, credit check and/or drug screening. Additionally, NMT Employees are required to participate in Direct Deposit.

NIIT
Media Technologies, LLC is an equal opportunity employer. We consider applicants for all positions
without regard to race, color, religion, sex, national origin, age, marital
status, or the presence of a disability, which would not prevent the
performance of essential job duties with, or without reasonable accommodation
or any other protective status.