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Traffic and Scheduling Analyst - SurePayroll

Paychex

Paychex

Traffic and Scheduling Analyst - SurePayroll

Saint Petersburg, FL +1 location
Full Time
Paid
  • Responsibilities

    Provides multi-level support to management and associated service centers, including scheduling, reporting, and trend analysis.

    • Monitors real-time queue and adherence reports to ensure service level and response time objectives are met.
    • Communicates inter-day planning for contact centers to coordinate scheduling segments of time off phones.
    • Coordinates Paid Time Off bid process to balance personnel needs and staffing needs.
    • Evaluates peaks in call volume to troubleshoot and respond to fluctuations.
    • Ensures maximum utilization of existing technologies to support efficient distribution of traffic and use of staff.
    • Tracks the impact to service centers of system downtime and existing support issues to assist with planning for future down time.
    • Generates and analyzes reports to update management regarding call metrics.
    • Builds and updates data in systems need to support contact centers (Enterprise Workforce management, Aspect, Avaya, RNT, Deskview) to maintain current database information.
    • Maintains and adjusts call queues in Enterprise Workforce Management to maintain balance of staffing.
    • Facilitates system training for new hire and management to educate on tracking and scheduling systems.
    • Provides monthly reporting to management to support staffing needs.
  • Related Article
  • Qualifications
    • Associate's Degree preferred.
    • 2 years of experience in a workforce management role required.
    • Detailed knowledge in MS Excel, Access, IVR and contact center systems preferred.
  • Industry
    Human Resources
  • Locations
    Saint Petersburg, FL • Glenview, IL
  • About Us

    Paychex, Inc. is a recognized leader in the payroll, human resource, and benefits outsourcing industry, with a steadfast commitment to success and a record of achievement.