C3 is a Customer Communications Conduit for corporations who view customer care as a strong component of their growth and brand development strategies. C3 builds solid partnerships with its clients based on mutually determined business objectives. Our service offering includes contact center services, web services, data analysis, back office solutions and consulting services. Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy.

Position Purpose: The Workforce Traffic Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. Traffic Analysts work closely with Operations, calling out non-adherent events over walkie-talkies so that non-adherent agents can be directed back toward the phone. Traffic Analysts also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Traffic Analysts watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients. Traffic Analysts provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign. Traffic Analysts may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements.

Responsibilities:

1. Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations over the walkie-talkie.
2. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
3. Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
4. Inform Operations management so decisions can be made regarding OT, EWOP, and off-phone activities with up-to-the-minute daily statistics.
5. Provide historical reporting compilation as required by the campaign.

1. Minimum three years’ workforce forecasting and scheduling experience in a call center environment
2. Minimum one year prior experience working with workforce management technologies.
3. Minimum one year using one of the following systems: TCS, Blue Pumpkin, or IEX.
4. Minimum one year experience with Avaya or other ACD phone system required
5. At least two years’ experience with call center reporting and metrics required.
6. Proficiency in Microsoft Office Applications including Word and Excel and other relevant software
7. High School diploma or equivalent 2 years college or more preferred.
8. Strong Analytical Skills required to critically assess situations and make decisions in real time
9. Excellent problem solving and decision making skills.
10. Ability to operate effectively in a team environment
11. Excellent oral and written communication skills and interpersonal skills.

• Family and Individual Medical Plans - Blue Cross Blue Shield
• Prescription Drug Coverage
• Dental
• Vision
• Life Insurance and ADD
• Short Term and Long Term Disability
• 401(k)
• Holidays
• Paid Time Off (PTO)
• Exciting Growth Opportunities!