Job Title:   CALL CENTER ANALYST

Starting Salary:   Min: $5,408 – Mid: $7,441 per month

Job Description:   The Call Center Support Anaylyst will join the Customer Information and VIAtrans Reservation teams in a support role focused on optimizing the schedule creation and necessary shift replacements of the agents both teams. This position will review the current Inbound (OpenScape) call arrival patterns and proactively manage the schedule creation in a timely manner for both call centers. The Call Center Support Analyst will be able to identify opportunities to enhance individual agent efficiency and lead pilot programs that will allow VIA to cross utilize the Information Center Operators skill set to support peak volume with a shared resource solution. This position will be responsible for evolving the agency’s reporting tools and building accurate reporting capabilities to include the Complaints department, Reservations/Cancellations and Bus Information through Daily, Weekly and Monthly performance dashboards.

Education and Experience:   Bachelor’s Degree in Business Management or related field and 3 or more years of professional experience as it relates to workforce planning, customer support, advanced skills using Microsoft excel in a business environment call center technology experience managing workflow systems/teams in a global, complex, multi-skill call center environment or equivalent combination of work experience and education.

 Closing Date:  03/08/2023