Junior Workforce Analyst

Winston Benefits

Manasquan, NJ

Job Category: Client Support

Division: Retail

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Job Summary

Winston Benefits, a Brown & Brown company, is seeking a Junior Workforce Analyst to join our team! The Junior Workforce Analyst will aid in improving operations within the customer experience department by supporting the allocation of staff and resources. This is a full time, benefits eligible opportunity!

Responsibilities

  • Monitor intraday activity and move queue assignments as needed to optimize Service Levels.
  • To ensure optimal coverage and queue efficiency, prepare and manage staffing schedules.
  • In order to maintain Call Center Software integrity, review upgrades and audit greetings and prompts.
  • Track, analyze and report on center and agent performance productivity from ACD tool to optimize resources.
  • Analyze and report historical data and trends and develop forecast and staffing models.
  • Advise management on long-term coverage trends to help ensure that Service Levels are met.
  • Provides management with capacity recommendations and statistics guarantee success for new initiatives
  • Perform other duties as assigned.

Required Skills

  • Bachelors Degree, preferred.
  • 1-2 years of customer service experience, preferably in a call center environment.
  • Above average knowledge of Microsoft Suite of programs and Outlook.

Salary Range

Negotiable, based on professional experience.

Contact

Please submit your application online using the "Apply Now" option. For questions, please contact Courtney Gabriel, People Operations Manager [email protected]

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.