Mô tả công việc
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).
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.
