Account and Routing Configuration (ARC) Real Time Analyst

Summary:

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 Cloud as a call routing platform as well as to manage agent skills. This is a work from home position.