What are the responsibilities and job description for the Account and Routing Configuration (ARC) Real Time Analyst position at WTW?
Description
The Role
An ARC Analyst team member ensures our call routing strategies are meeting our client service level agreements. We get our customer talking to the qualified agent quickly and accurately. The candidate will need to review real-time data and historical data to confirm routing results. The workforce routing team member keeps call system role changes and permission changes up to date. We are looking for someone with strong data analytics capabilities and skilled in extracting, organizing, and interpreting data. We use Genesys and a proprietary call system for call routing and Microsoft Active Directory Users and Computers to manager agent skills and permissions. This is a work from home position.
Tasks
- Ensure call center closing procedure is carried out
- Act as a point of contact for the operations on IT / network team conference calls as required
- Monitor real time call volume to identify trends
- Perform call routing strategy changes in order to meet call center volume needs.
- Escalate call center issues to support teams
- Set up of Client call routing strategies and experiences such as configure Client Greeting Messages, Client Pods and agent group overflows.
- Active Directory management of agent roles and permissions
- Adapt to new call system tools in order to improve client and participant satisfaction
- Assist other team member’s workload
- Generate reports to audit account and call routing configurations are as designed
Qualifications
The Requirements
- Proven workforce management experience and strong knowledge of call center operations
- Solid understanding of call routing strategies
- Ability to prioritize, organize and summarize data
- Strong Excel skills
- Attention to detail and process
- Ability to influence and drive results
- Demonstrated effective verbal and written communication skills
- Ability to learn and work in a fast-paced environment
- Ability to work independently and to multi-task while working simultaneously on several key tasks.
EOE, including disability/vets
