Careers Job Description
General Description
The CUNY 311 Project, is a collaboration between the NYC Department of Information Technology and Telecommunications (DoITT) and the City University of New York, provides qualified CUNY students with the opportunity to work as part-time Call Center Representatives within New York City's Customer Service Center.
311 provides New Yorkers with one easy-to-remember number to access all City agencies and services.
General Description: The role of the Workforce Management Analyst is that of an individual committed to the success of the call center. The Analyst interacts with call center and agency management at all levels and is required at all times to maintain strict confidentiality regarding sensitive information. The position is best suited towards candidates who possess strong analytical skills that can perform well under pressure. A candidate must also be flexible with their schedule which can be changed with reasonable notice, to meet operational needs, including day, evening and overnight shifts.
Other Duties
Job Responsibilities: The Analyst will be responsible for carrying out a wide array of administrative, clerical, and analytical tasks. These tasks include, but are not limited to the following:
- Data entry and data culling of a wide variety of information as into various computer systems
- Effective and productive use of the following computer applications:
- Microsoft Office
- Nortel™ Contact Center Manager Administration (AVAYA)
- Witness Systems Impact 360
- Siebel
- Oracle Business Intelligence (Citywide Performance Reporting)
- Utilize new software as it becomes available and providing feedback for its integration into the call center
- Independently create and disseminate original reports requested by call center management tailored to specific requests which may include but are not limited to requests such as:
- Historical data reports
- Trend and analysis reports
- Department efficiency reports
- Planning and schedule recommendations
- Task procedures
- Develop and present forecasting for call volume and staffing projections
- Analyze call volume and call handling trends to identify seasonal and other potential impacts.
- Monitor real time call volume within operations
- Monitor multiple Outlook inboxes while working on other tasks
- Independently schedule, within directed parameters, call center events (such as training classes, team meetings, coaching sessions, specialized events, etc.)
- Independently determine, review, and disseminate overtime to the entire call center under given parameters
- Recognize process and/or organizational inefficiencies and provide possible solutions to call center management
- Create and deliver effective professional presentations to groups
- Train employees at various levels on the effective use of current and new software technologies
- Perform other functions as assigned
Qualifications
- Bachelor’s Degree required in one of the following fields Business Administration, Accounting, Finance, Management Information Systems, Mathematics, or a related field
- Minimum one year call center experience is required; or equivalent combination of education and experience.
- Experience with Forecasting/Scheduling systems, i.e. Blue Pumpkin, eWFM, IEX, TCS, highly desired.
- Knowledge of Microsoft Office, specifically Microsoft Excel.
- The ability to work in a dynamic, and sometimes, stressful environment is required. A high level of professionalism and confidentiality is a must.
- The ability to handle multiple tasks and prioritize work accordingly is required.
- The candidate must demonstrate initiative to learn and assume additional tasks as the Workforce Management department evolves.
RFCUNY Benefits
RFCUNY Employee Benefits and AccrualsAbout the Research Foundation
The Research Foundation of The City University of New York (RFCUNY) is a nonprofit educational corporation founded in 1963 to provide post-award fiscal and administrative support for CUNY’s research and sponsored programs. RFCUNY’s services allow CUNY researchers, faculty, and staff to focus on their intellectual curiosity and scientific discoveries, on projects and programs that serve our local and global communities, proposing concrete solutions to society’s most pressing challenges.
RFCUNY serves as a fiscal agent and works closely with all the CUNY campus Grants Offices to perform the core functions of post-award financial management for CUNY research projects and sponsored programs. These functions include legal assessment and signing of agreements where RFCUNY is named as a fiscal agent; setting up award accounts; preparing sub-awards and assisting PIs in monitoring the work of the recipients of sub-awards; supporting project directors with hiring and managing research project and sponsored program staff; supporting the purchasing and paying for goods and services with grant and program funds; managing financial aspects of projects including accounts receivable, financial reporting, invoicing, budget monitoring, and cost compliance with uniform guidance; ensuring that sponsor financial requirements are met; monitoring compliance with applicable project and financial management rules and laws; supporting the management of independent and external audits and financial reviews; and providing data, information, management expertise, and other supports to CUNY’s research and sponsored programs.
Equal Employment Opportunity Statement
Key Features
CUNY 311 Project
Full Time
Depends on Qualifications
Oct 14, 2015 (Or Until Filled)