- J&J Family of Companies (Pittsburgh, PA)
- …schedules to meet business needs. + Support and adjust the queues and prioritize call routing . + Monitoring real-time performance metrics of the contact center ... Raleigh, NC; Orlando, FL; Phoenix, AZ. Purpose: The Workforce Analyst supports call center operations, collaborating closely...or equivalent + Minimum of 2 years' experience using Genesys WFM, Aspect, Nice IEX or other Workforce Management… more
- BlueCross BlueShield of North Carolina (NC)
- …+ Development of Interactive Voice Response Systems (IVR) + Implementation of Contact Center Call Routing methods and strategies + Screen Capture and Call ... following technologies (Contact Center as a Service (CCaaS), CRM Integration, Genesys , AWS, Call Recording, Storage, Reporting, Private/public carrier services… more
- ONE Gas (Tulsa, OK)
- …**What You Will Do** Develop and execute customer service strategies, including call routing , real time management, bad debt management, forecasting, scheduling ... real time management procedure and capacity planning models. Working knowledge with routing and IVR scripts in high-volume ACD environments using systems such as… more