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Customer Care Workforce Management Analyst

Company: Radio Systems Corporation
Location: Knoxville
Posted on: February 14, 2020

Job Description:

Category: Data AnalyticsID: CUSTO01913Schedule: Full-TimeLocation: Knoxville, TN, USALooking for a place where you can bring your dog to work every day? Where we provide solutions for pet owners and their pets? Then Radio Systems Corporation is the place for you! Radio Systems Corporation is seeking a Workforce Management Analyst to review and analyze Customer Care data proactively making recommendations regarding trends and performance of the business unit. In this role, you will primarily provide systems support for Contact Center Analytics tool and to real time scheduling and staffing as needed.Our Company: What do you want to know? We are the world leader in pet products with PetSafe - Brand, SportDOG - Brand and Invisible Fence - Brand. PetSafe - Brand makes every product from leashes and harnesses, to water fountains and automated feeders and litter boxes. We have a goal to touch over 21 million pets, people and communities around the world annually. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt, to accommodating the "Not-So-Crazy Cat Lady" - with all the entertaining toys and effective solutions she could ever imagine. How do we do it? By creating a vibrant and active environment within our team. We work hard to be the employer of choice in our communities and, in turn, serve those communities. At Radio Systems Corporation, teammates take the privilege of serving pets, people and community very seriously, but also have a great time doing so. Each project is approached with an attitude of enthusiasm, resilience, adaptability and teamwork.Radio Systems Corporation Headquarters is in Knoxville, TN. Where's that you say? So let's talk about what's famous about Knoxville, TN. We have been called "The Marble City" - and Scruffy City, names we have embraced as our own. And, what do Quentin Tarantino and Johnny Knoxville have in common? They were both born Knoxville, TN. We are the home of 1982 World's Fair and we boast of 21 craft breweries in Knoxville now. Click here for the Ale Trail: The Ale Trail. If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick on activities from hiking to biking with The Urban Wilderness . Knox County has great public school systems, no state income tax and low property taxes and cost of living. If you like outdoor art, we have Music and Shakespeare on the Square, Family Movie Nights on the Square during the summer months in lovely downtown Knoxville.What you will do: Proficient at utilizing analytical tools to produce and modify reports to provide analytical comparisons of data Completes end of month reporting on business unit performance reporting in a detailed, timely and accurate manner Provide ad-hoc reports for contact center related data and analyze data making recommendations to management Analyze and provide insights on contact center level metrics, agent level metrics and category level metrics, identifying trends and alerting appropriate stakeholders Build, maintain, and train stakeholders on usage of reporting tools and dashboards to enable self-service for internal stakeholders Serve as contact center liaison to Analytics and Insights team and other departments such as IT and ERP Provides workforce management training assistance and introductory presentations, to all teammates to support high-quality customer contacts and improve processing accuracy and efficiency Monitor daily and interval service level performance to determine root cause and prepare recommendations for real time schedule changes that address gaps in service performance Document workflow processes to provide a common communication platform for the team and the center. Provide timely and proactive communication on system issues and status updates across all affected areas Maintain data integrity by identifying, researching, and resolving data quality issues to ensure accurate reporting from all data sources Work on all other projects as assigned What you need: 2 years of experience with analytical processes, tools, and approaches High School Diploma Associates or Bachelor's degree preferred Outstanding analytical and quantitative skills Solid understanding of relational database and data management best practices Ability to display working knowledge of SQL preferred Proficient time management skills Effectively convey information oral and written form to technical and non-technical people Collaborative team player with good interpersonal skills BenefitsWorking for Radio Systems definitely has its benefits! We offer a collaborative and creative team oriented work environment where we encourage you to take risks to learn and grow! We offer a competitive benefits package including medical, dental, vision, and 401K match. In addition we offer a rich wellness program which includes an onsite health clinic, workout facility and of course, we encourage you to bring your dog to work, which is our whole reason for what we do!PM20QualificationsSkillsAdaption NoviceTeam Player ExpertAttention to Detail ExpertBehaviorsPreferredEnthusiastic Shows intense and eager enjoyment and interestTeam Player Works well as a member of a groupFunctional Expert Considered a thought leader on a subjectMotivationsPreferredSelf-Starter Inspired to perform without outside helpGoal Completion Inspired to perform well by the completion of tasksEducationPreferedBachelors or better.PreferedHigh SchoolExperienceRequired2 years: Workforce Management2 years: Data AnalyticsPI117127751PandoLogic. Keywords: Management Analyst, Location: Knoxville, TN - 37932

Keywords: Radio Systems Corporation, Knoxville , Customer Care Workforce Management Analyst, Executive , Knoxville, Tennessee

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