Analyst - BDC

US-NJ-Maple Shade
ID
2017-17312
Category
Operations

Job Posting - External

WORKFORCE MANAGEMENT ANALYST – CALL CENTER

 

Who are we?

 

Holman Automotive Group was founded on family values with a passion for customer satisfaction.  Our success and ability to provide outstanding service for over 90 years is due to our most valuable resource…our employees.  Now into the third generation of family leadership, Holman Automotive Group is poised to continue its success for decades to come.  Do you want to work in a family environment where customer service is our passion?  Join a Best-In-Class dealership…Apply Today!

 

Holman has an outstanding opportunity for a Workforce Management Analyst to join the Holman family.

 

 

Responsibilities:

 

  • Determine daily staffing requirements, call volume trends, and forecasts future requirements to efficiently staff the BDC.
  • Creates Business Development Representative’s schedules.
  • Reports BDC performance through the production of reports.
  • Analyzes BDC traffic and makes changes in priorities based on call volume and service level.
  • Monitors and executes effective use of contingency plan and appropriate use of overtime.
  • Monitors BDC representative activity.
  • Consults with trainers and management to update representative skills while in training and while on the job.
  • Consults with IT on all telephone and information system issues.

Knowledge/Skills:

 

  • Strong decision making skills. 
  • Effective time management and organizational skills.
  • Must be able to communicate effectively, both verbally and in writing, to all levels of employees.

 

Qualification Criteria:

 

  • 5+ year’s relevant experience in a contact center setting.
  • Highly proficient in Microsoft Excel. 
  • Working knowledge of Work Force scheduling management and telephony within a call center environment is a plus.

 

The Holman Family Difference:

 

Honest, friendly and professional environment with an outstanding reputation for family values and excellent customer service. We offer competitive pay and incentives. Outstanding benefits for you and your family includes medical, dental, vision, vacation, 401K retirement plan with company matching contribution and vehicle purchase program. Growth and development opportunities to help you achieve your career goals.

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed