Willis Towers Watson

Account and Routing Configuration (ARC) Real Time Analyst - Work From Home

Posted on Apr 23 11 views Tempe, AZ


An ARC Analyst team member ensures our call routing strategies are meeting our client service level agreements. Our goal is for customers to talk to a qualified agent quickly and accurately. The candidate will need to review real-time data and historical data to confirm routing results. The ARC Analyst team member keeps call system role changes and permission changes up to date. We are looking for someone with strong data analytic capabilities and skilled in extracting, organizing, and interpreting data. We use Genesys as a call routing platform and Microsoft Active Directory Users and Computers to manager agent skills and permissions. This is a work from home position.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.


Willis Towers Watson is committed to finding opportunities to foster flexibility in the workplace, whenever business and client demands allow. We are delighted that this opportunity meets the criteria to work from home. For specific details, please discuss with your Recruiter.


Responsibilities

:


  • Ensure call center closing procedure is carried out
  • Act as a point of contact for the operations on IT / network team conference calls as required
  • Monitor real time call volume to identify trends
  • Perform call routing strategy changes in order to meet call center volume needs.
  • Escalate call center issues to support teams
  • Set up of Client call routing strategies and experiences such as configure Client Greeting Messages, Client Pods and agent group overflows.
  • Active Directory management of agent roles and permissions
  • Adapt to new call system tools in order to improve client and participant satisfaction
  • Assist other team member’s workload
  • Generate reports to audit account and call routing configurations are as designed

The Requirements:


  • 3 years of software testing experience
  • Experience with automation testing systems (Cyara, Selenium, etc.)
  • Experience identifying issues through system logs
  • Strong knowledge of SQL
  • Strong Excel skills
  • Strong understanding of call routing systems (Complemax, IVR, WFTM, Pulse, GAX)
  • Strong knowledge of call center operations
  • Ability to prioritize, organize and summarize issues
  • Ability to work independently and to multi-task while working simultaneously on several key tasks
  • Demonstrated effective verbal and written communication skills

Equal Opportunity Employer/Vet/Disability