Remote Workforce Real Time Analyst

Please note: We are currently hiring only in the following states:
TX, UT, KS, OK, GA, NC, IN, PA, SC, LA, TN, AL, KY, MS, OH, MI, NV, FL, MO, AR, OR, NM, AZ.

Applicants must reside in one of these states to be considered for this position.

This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

PRIMARY RESPONSIBILITIES

· Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.

· Verify communication of all information relevant to staffing

· Update employee and team data maintained in the workforce management software

· Assist Operations with any schedule or staffing information requirement.

· Monitor ½ hourly call volumes, AHT, and staffing requirements.

· Alert Operations management on threshold violation

· Monitor, track, and report agent schedule adherence and employee occurrences

· Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production

· Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

Knowledge, Skills, and Abilities

· Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)

· Broad knowledge of contact center and customer service operations

· Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.

· Integrity, Customer focus, Innovative

· Displays teamwork and leadership skills

· Good communication and interaction skills

· Strong problem-solving skills

· Adaptable to change and able to work under pressure

· Good time management skills and able to multi-task

· Flexible with schedule to accommodate working in a 24x7 environment and international time zone.

QUALIFICATIONS

· 1 to 2 years work experience in a contact center (BPO) environment as a real time analyst

· High School Diploma/GED

Pay: From $19.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance

Application Question(s):

  • We are currently hiring only in the following states:

TX, UT, KS, OK, GA, NC, IN, PA, SC, LA, TN, AL, KY, MS, OH, MI, NV, FL, MO, AR, OR, NM, AZ.
To confirm your eligibility, please indicate the state in which you currently reside below.

Education:

  • High school or equivalent (Required)

Experience:

  • contact center (BPO) environment as a Real Time Analyst: 1 year (Required)

Work Location: Remote

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