WFM Real-Time Analyst job opportunity at JCPenney.

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JCPenney WFM Real-Time Analyst
Experience: 1-year
Pattern: full-time
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Status:

Analyst

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loacation Columbus, Ohio, United States Of America
loacation Columbus, Ohio....United States Of America

· Continuous monitoring of the network call flow using Genesys, #AT&T Call Attempt Monitor, #NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone #Analyzer · Compile and analyze call flow trend graphs and statistics · Communicate #business impacting trends · Adjust routing thresholds/parameters accordingly to #maintain individual center efficiencies and support customer service levels · Compile and maintain accurate reports · Maintain logs of trouble reports · Problem resolution with IT, home office support and outside vendors · Perform other related #tasks, as assigned

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