What are the responsibilities and job description for the CSR Analyst position at Aston Carter?
Description:
Responsibilities • development of short and long term forecasting and for the scheduling of all call center resources • call center reporting and making recommendations to management on real-time staffing needs; analyze support metrics and identify trends • Interfaces with ACD/WFM vendor to maximize utilization of call center tools • Sign up new employers the portals; research and resolve portal technical issues • Participate in portal designs, enhancements and UAT • Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition • Accountable for identifying ongoing call center staffing needs and interfacing with management to recommend appropriate staff levels • Manage time off scheduling process and tools • Responsible for scheduling of call center meetings and overtime planning • Responsible for helping us benchmarking call center practices • Supports continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures and tools usage • Lead and participate in cross-functional project teams; lead and provide feedback to managers
Skills:
Customer Service, Call Center, Bilingual, Inbound Calls, Customer service call center, Customer care, Technical support, reporting
Top Skills Details:
Customer Service, Call Center, Bilingual, Inbound Calls,Customer service call center
Additional Skills & Qualifications:
-Call center - analystics - reporting -Data entry -HS Diploma, GED -Healthcare call center -Medical call center -Healthcare customer service -medical customer service
Experience Level:
Intermediate Level
About Aston Carter:
At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.
Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
Salary : $45,000 - $50,000
