What are the responsibilities and job description for the Workforce/Traffic Support (Onsite) position at InteLogix?
Overview
InteLogix is seeking a Traffic Support Analyst/Real Time Analyst, onsite. In this role, you will manage intraday staffing levels and optimize call center operations. The role requires a proactive approach to managing call volumes, attendance, call performance metrics and scheduling to ensure compliance with SLAs and enhance customer satisfaction.
Who we are:
At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and the commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.
What’s the Role About?
If you like to solve problems and interact with people both in our call center and from our client’s offices this is the career for you!
In this role, you will be a creative problem solver, results oriented, and trusted advisor to the operations team that connects, navigates, influences, and provides solutions.
- Are you energetic, enthusiastic with an engaging personality?
- Are you driven to deliver effective results while providing excellent customer service?
- Do you have extraordinary communication skills?
What’s in it for YOU?
- Paid Training
- Medical, Dental, and Vision Insurance
- Paid Time Off
- Employee Discounts
- Full-time, non-seasonal
- Career Advancement
- Early access to earned wages via PayActiv
- Access up to 50% of earned wages (capped at $500 per pay period)
- Salary Range: Starts at $16.00/hour pay is determined by scope of responsibility within the role, your experience, location and other job related factors
Responsibilities
- Oversee call performance and manage real-time staffing to achieve staffing targets.
- Develop and monitor attendance and break schedules to optimize staffing levels.
- Collaborate with operations and the Client WFM team to refine processes and increase efficiency.
- Intraday forecasting and scheduling to ensure continuous workflow and meet profitability goals.
- Produce comprehensive reports on performance metrics and identify improvement opportunities.
- Act as a point of contact for WFM policies and an expert on workforce optimization issues.
Qualifications
What We Look for in a Candidate:
- 18 years or older
- Excellent analytical skills to interpret data and provide actionable insights.
- Strong communication skills to liaise with various departments and ensure adherence to standards.
- Ability to manage multiple projects, prioritize tasks, and work under pressure in a fast-paced environment.
- Previous experience in call center operations and WFM is highly preferred.
- High school diploma or GED; further education or equivalent experience in a relevant field is a plus.
- Flexibility to work within the hours of operation and on varying shifts.
- Demonstrated ability to work independently with minimal supervision and as part of a team.
Experience:
- 2 years of call center experience in a WorkForce Management Real Time Analyst or Traffic Support role. Experience with ACD or WFM software is highly desirable.
All job offers are contingent upon:
- Completion of drug screen
- Completion of background check
InteLogix is an equal opportunity employer: M/F/Disabled/Vet
Salary : $16
