Senior Real Time Analyst - US&C

Not Disclosed
1-4 Years Full Time

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 1
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Job Description

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* Monitor established thresholds for schedule adherence, online states, off-work events (break and pre-approved non-productivity activities), agent states that are not pre-approved and must be limited

* Connect with operations management for timely resolution of issues identified in duties above

* Partnering with operations in recruitment of overtime or voluntary time off to assist with managing intraday staffing levels

* Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e. technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of non-productive modes and/or agent population shrink)

* Reporting as required internal leadership (i.e. performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)

* Information exchange with stakeholders and all their vendors in a virtual call center environment

* Thrive as a great teammate in a fast-paced, high-energy, change-oriented environment

What you will need

* 2 years of experience in Workforce Management

* Exposure with NICE IEX or similar WFM software * Good verbal and written communication skills

* Proficient in use of Google suite of applications (i.e. Sheets, Gmail, Docs, etc.)

* Openness to work for rotational night shifts and offs (as this role supports US and Canada region)

Bonus points

Basic SQL experience

Skills Required: Public Health, SQL, Recruitmen