Real-time Analyst Workforce Management

Sunbit•Las Vegas, NV

2d•$22 - $26•Onsite

About The Position

The Real-time Analyst (RTA) role focuses on maintaining agent level dashboards and Real-Time call queue monitoring as well as providing insight/analysis of call handling effectiveness via accurate reporting. This position is in a Call Center, in office (non-remote) environment.

Requirements

6 months to 2+ years of experience in a Call Center, Operations or Workforce Management, with a basic understanding of business unit operations, systems, and WFM methods.
Experience with workforce management systems is preferred; Verint scheduling is a plus—please mention if you have experience with this tool.
Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
Demonstrated ability to establish and maintain effective working relationships with personnel at all levels and across departments.
Knowledge of phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five9. (a bonus)
Basic proficiency in Excel and Google Sheets.
Demonstrates exceptional interpersonal and multimodal communication skills. Proven ability to engage confidently with leadership, facilitating direct discussions to identify and address evolving business needs.
Perform by regularly standing and walking throughout the call center for up to 3 hours per workday.

Nice To Haves

Verint scheduling experience is a plus.

Responsibilities

Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements.
Provide real-time performance reports (aux activities, hold time, after call usage) and post-mortem reports to Operations leaders in the established cadence.
Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required action.
Producing and analyzing management reports to support inbound and outbound operations.
Collaborating with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives.
Clearly communicating forecasted workload, assumptions, changes, and inputs to relevant stakeholders.
Identifying opportunities to improve contact center metrics and conducting high-level analyses to address forecasting deviations.
Dedicated to increasing your data analytics skillset within Excel and Google Sheets.

Benefits

Competitive pay and stock options
Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
HSA
Pet Insurance
401K Plan with Matching
12 days of PTO your first year with increases thereafter
Holiday Pay
Casual Dress
Cell phone stipend
Other fun team events and Spirit Days
Open door policy / Open office floor plan