Contact Center Workforce Administrator (Real-Time)

JCPenney Logistics Center - Columbus, OH

Full-time
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Come join our team at the JCPenney Customer Care Center! We are currently searching for a Call Center Administrator with Real-Time experience to join us. You will enjoy competitive benefits such as 401k/Retirement, full health benefits, overtime pay, and an associate discount. We want YOU to apply today!

DUTIES:

  • Continuous monitoring of the Customer Service Center (CCSC) Network call flow using Cisco Real Time Monitor, AT&T Call Attempt Monitor, NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone Analyzer
  • Compile and analyze call flow trend graphs and statistics
  • Compile and maintain accurate reports
  • Communicate business impacting trends to CSC’s and other field units
  • Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels
  • Keep logs of all trouble reports
  • Problem resolution with ITSD or Home Office Support and outside vendors including AT&T and Cisco
  • Perform other assigned tasks as assigned

REQUIRED QUALIFICATIONS:

  • Must be rated at least satisfactory or better in all areas of performance and not on any form of policy violation
  • Requires a minimum of 6 months call center experience
  • Above average written and oral communication skills
  • The ability to work day, night, weekend and holiday shifts
  • The ability to accept and work with change on a continual basis
  • Detail oriented with good organizational skills
  • Working knowledge of Windows, Excel, Word and other Microsoft business applications
  • Requires the ability to work, problem solve and make decisions without direct supervision

Job Type: Full-time

Salary: $17.25 to $25.00 /hour

Experience:

  • relevant: 1 year (Preferred)
  • Call Center: 1 year (Preferred)

Additional Compensation:

  • Store Discounts

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

This Job Is Ideal for Someone Who Is:

  • Dependable -- more reliable than spontaneous
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
  • Detail-oriented – consistently seeks to find the root cause behind an occurrence
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • Autonomous/Independent -- is able to work with little direction
  • Innovative -- prefers working in unconventional ways or on tasks that require creativity

Schedule:

  • Weekends required
  • Night shift

Job Type: Full-time

Salary: $17.25 to $25.25 /hour

Experience:

  • relevant: 1 year (Preferred)
  • Call Center: 1 year (Preferred)
  • Workforce Management: 1 year (Required)

Additional Compensation:

  • Store Discounts

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

This Job Is Ideal for Someone Who Is:

  • Dependable -- more reliable than spontaneous
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
  • Detail-oriented -- would rather focus on the details of work than the bigger picture
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • Autonomous/Independent -- enjoys working with little direction
  • Innovative -- prefers working in unconventional ways or on tasks that require creativity

Schedule:

  • Weekends required
  • Night shift