Account and Routing Configuration (ARC) Real Time Analyst

Summary:

An ARC Analyst team member ensures our call routing strategies are meeting our client service level agreements. Our goal is for customers to talk to a qualified agent quickly and accurately. The candidate will need to review real-time data and historical data to confirm routing results. The ARC Analyst team member keeps call system role changes and permission changes up to date. We are looking for someone with strong data analytic capabilities and skilled in extracting organizing and interpreting data. We use Genesys Cloud as a call routing platform as well as to manage agent skills. This is a work from home position.

Responsibilities:

• Ensure call center closing procedure is carried out

• Act as a point of contact for the operations on IT / network team conference calls as required

• Monitor real time call volume to identify trends

• Perform call routing strategy changes in order to meet call center volume needs.

• Escalate call center issues to support teams

• Set up of Client call routing strategies and experiences such as configure client greeting messages and agent group overflows.

• Adapt to new call system tools in order to improve client and participant satisfaction

• Assist other team members workload

• Generate reports to audit account and call routing configurations are as designed

Preference will be given to candidates who have the following:

• Proven workforce management experience and strong knowledge of call center operations

• Comprehensive knowledge of call routing strategies

• Ability to prioritize organize and summarize data

• Strong Excel skills

• Attention to detail and process

• Ability to influence and drive results

• Demonstrated effective verbal and written communication skills

• Ability to learn and work in a fast pace environment

• Ability to work independently and to multi-task while working simultaneously on several key tasks.

Compensation

The base salary compensation range being offered for this role is $45000-$55000 USD.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors including but not limited to location of the role individual competencies education/professional certifications qualifications/experience performance in the role and potential for revenue generation (Producer roles only).

• Health and Welfare Benefits: Medical (including prescription coverage) Dental Vision Health Savings Account Commuter Account Health Care and Dependent Care Flexible Spending Accounts Group Accident Group Critical Illness Life Insurance AD&D Group Legal Identify Theft Protection Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays Annual Paid Time Off (includes paid state/local paid leave where required) Short-Term Disability Long-Term Disability Other Leaves (e.g. Bereavement FMLA ADA Jury Duty Military Leave and Parental and Adoption Leave)Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers we will consider for employment qualified applicants with arrest and conviction records.

Were committed to equal employment opportunity and provide application interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers from the application process through to joining WTW please email

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.