Dec 19, 2025
Overview:
Workforce Real-Time Analyst – Customer Care Remote Work shift: 1:00 Pm to 9:30 PM Tuesday - Saturday Eastern Time Primary Responsibilities · Continuous monitoring of the network call flow using Genesys, AT&T Call Attempt Monitor, NOC Real Time Displays, Enterprise Platform, Spectrum Real Time Display and Voice Tone Analyzer · Compile and analyze call flow trend graphs and statistics · Communicate business impacting trends · Adjust routing thresholds/parameters accordingly to maintain individual center efficiencies and support customer service levels · Compile and maintain accurate reports · Maintain logs of trouble reports · Problem resolution with IT, home office support and outside vendors · Perform other related tasks, as assigned Core Competencies & Accomplishments · Requires a minimum of 6 months call center experience · Remote, work-from-home requires associates to...
JCPenney
Columbus, OH, USA