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Call Center Operations Analyst
Location
California
Posted
16 days ago
Salary
$64.5K - $86.1K / year
Job Description
Job Requirements
- Proficient in Genesys Cloud (GCX) Workforce Management
- At least 3 years in business operations, preferably in call center environments
- Effective verbal and written communication
- Proficiency in Microsoft Office products (Outlook, Word, Excel, Access)
- Additional software skills (MS Project, Publisher) desired
- Professional organizational and time management skills
- Demonstrated capability in project management
Benefits
- Health coverage for medical, dental, vision
- 401(K) saving plans with company match AND Pension
- Tuition assistance
- Floating holidays and PTO for community volunteer programs
- Paid parental leave
- Wellness programs
- Employee discounts (membership, insurance, travel, entertainment, services and more!)
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Monitor and rebalance contact center workload in real time, process ad hoc time-away requests, coordinate with production leadership to maintain coverage and service levels, and recommend schedule optimizations to maximize service and quality.
