Member Contact Center Real Time Analyst

Job description

Please use Firefox or Chrome internet browser to complete this application Current Wescom Employees: Please visit the Career Center in Workday to search and apply for a current job opening. We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience. Salary Grade: 155N Salary Pay Range for This Position: $29.26 - $42.47 POSITION SUMMARY: As a multi-channel communication contact center, the Member Contact Center (MCC) is required to maintain a high and consistent level of member service that supports our strategic goals. The Real Time Analyst is responsible for monitoring daily metrics and real time states of contact center representatives utilizing available workforce management tools. Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are logged on and available to assist incoming calls, chats and emails. Monitor contact center inbound and outbound, scheduled and unscheduled as well as off phone activities for representatives in real time to ensure adherence to schedules. The Real Time Analyst will have system access to...