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Analyst, Customer Service-Workforce - TForce Freight

TForce Freight Inc

Richmond, VA

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JOB DETAILS
SKILLS
Analysis Skills, Call Centers, Career Development, Cargo/Freight, Communication Skills, Customer Service Management, Customer Support/Service, Microsoft Access Database, Microsoft Excel, Microsoft Word, Presentation/Verbal Skills, Process Analysis, Reporting Skills, Team Player, Writing Skills
LOCATION
Richmond, VA
POSTED
4 days ago

Job Responsibility:

  • Monitor, analyze and respond to operational data to meet call center service goals

  • Call Volume Trends

  • KPI Trends/Analysis

  • Agent Skill Management

  • Communicate service performance to all levels of management, noting exceptions and trends effecting results

  • Process exceptions

  • Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills

  • Complete and provide various reports - give analysis as needed

  • Complete Special Projects as needed

  • Research and Analysis

  • Reports: daily, weekly and monthly

  • Process Analysis and Innovation

Job Qualifications:

  • Must have strong written and verbal communication skills
  • Must be innovative, self-motivated and able to work with little supervision
  • Must have strong working knowledge of Microsoft Word, Microsoft Excel and Microsoft Access
  • Knowledge of Call Management Systems, and Scheduling Software
  • Must have an outgoing personality, work well with others and be dependable
  • Must be willing to work flexible hours on occasion to meet the needs of the business.

Required Education:

  • Bachelor's Degree

About the Company

T

TForce Freight Inc