Intraday Traffic Analyst

**Job description**

**Job Summary**: Monitor customer contact employee's schedule adherence, staffing levels and agent productivity by performing the following duties.

**Essential Duties and Responsibilities**:

- Provides timely on service levels to contact center supervisors and managers.
- Accurately enters exceptions and time-off requests into the scheduling system.
- Answers the call-in line to keep track of an d report absences and real-time staffing.
- Produces or generates reports regarding contact center metrics such as service level, shrinkage, and AHT. Ensures these reports are sent to appropriate managers in a timely manner.
- Recommends offering voluntary time off or overtime to meet service-level requirements.
- Supervisory Responsibilities: This job has no supervisory responsibilities.

**Qualifications **The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

**Education and/or Experience**:One year certified from technical school; or six months related experience and/or training; or equivalent combination of education and experience. Experience with workforce management software and excel is a plus.

**Language Skills**:Must have excellent communication and verbal skills; **Bilingual (English/Spanish) **preferred. Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Must be able to persuade and influence; to present ideas to management and clients in meetings, conversations, and in writing.

**Physical Demands**:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk and use hands to finger, handle, or feel. Specific vision abilities required by this job include close vision.

Employee must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.

**Salary**: $15,900.00 per hour

COVID-19 Precaution(s):

- Remote interview process

Pay: $28,000.00 per month

Work Location: Remote

Expected Start Date: 29/05/2023