Job Summary

A non-profit organization dedicated to Christian ministry has a current position open for a Remote Workforce Management Technical Analyst Analyst.

Must be able to:

• Actively monitor for incidents, resolve or escalate support requests
• Provide first line of technical support to agents and staff of the Prayer Center
• Collaborate with WFM, management, and IT Service desk

Skills and Requirements Include:

• BA/BS in a Business or Information Technology or equivalent work-related experience
• 2+ years’ experience in a call center environment involving an administration or operational function
• Knowledge of Verint Impact 360 WFM enterprise or similar software preferred
• Working knowledge of call prioritization and routing processes and IVR basics
• Excellent communication and presentation skills including the ability to explain detailed qualitative and quantitative data to all levels of organizational management