WFM Traffic Analyst- Lenexa, KS req47869 in Lenexa, KS at Quest Diagnostics

Date Posted: 9/6/2020

Job Snapshot

  • Employee Type:
  • Location:
    9601 Renner Boulevard
    Lenexa, KS
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

WFM Traffic Analyst- Lenexa, Kansas - 

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Position Purpose:

The Workforce Traffic Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. Traffic Analysts work closely with Operations, calling out non-adherent events so that non-adherent agents can be directed back toward the phone. Traffic Analysts also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Traffic Analysts watch real-time statistics across various measures such as service level or staffing interval requirements to ensure contractual standards are met. Traffic Analysts provide real-time feedback to the Workforce Management team (WFM) and Operations. Traffic Analysts may also be required to change agent skill associations / or provide historical reporting as needed.

Job Responsibilities

  • Monitor agent schedule adherence using real-time adherence software and notify agents and Operations of non- adherent events
  • Coordinate with WFM team and other Traffic Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines
  • Inform Operations of same day overtime needs and off-phone activities with up-to-the-minute daily statistics.
  • Provide historical reporting compilation as needed
  • Must be available to work 24/7/365
  • Technical knowledge of WFM solutions (CMS, RTA, Aspect, ADT) and ability to lead technical discussions and solve
    problems concerning WFM
  • Ability to work independently and collaboratively across groups and teams and build lateral, trusted
  • Demonstrate ability to explain workflows, skilling and WFM processes in a clear and accurate manner
  • Excellent attention to detail, problem solving, and organization skills
  • Ability to objectively review qualitative and quantitative analyses and make decisions based upon the needs of
    the overall business
  • Demonstrate strong customer service and interpersonal communication skills. Ability to speak the English
    language clearly and effectively communicate with employees at all levels
  • Exhibits comfortable interaction with technical staff and other departments
  • Ability to maintain composure in stressful situations
  • Proficient/intermediate in Microsoft Office products (Word, Excel, PowerPoint, Outlook, Visio, Project)
  • Knowledge and experience with QMS tools and methodology a plus.

    • High School diploma is required
    • 5+ years of customer service experience and prior WFM experience is preferred.

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