Real-time Analyst, Workforce Management

Sunbit•Las Vegas, NV

14h•Onsite

About The Position

The team at Sunbit is looking for a self-motivated and ambitious Real-time Analyst (RTA) to join our team in Las Vegas, Nevada. The 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. Please Note: This position is in a Call Center, in an office (non-remote) environment.

Requirements

3 months to 2+ years of experience in Operations or Workforce Management, with a basic understanding of business unit operations, systems, and WFM methods.
3 months to 2+ years of experience in Workforce Management or reporting analyst roles.
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.
Intermediate quantitative and analytical skills, with 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 on floor support by regularly standing and walking throughout the call center for up to 3 hours per workday to provide real time assistance to employees during difficult, escalated, or extended calls.

Responsibilities

Ownership of site, leader, agent-level dashboards mostly related to real and near real monitoring of calls and service levels.
Producing and analyzing management reports to support inbound and outbound operations.
Ensuring strategic alignment through forecast modeling, collaborative planning, and effective communication.
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.
Partnering with leaders and their teams on capacity planning and resource strategy modifications.
Leading process improvements to enhance efficiency and drive change management across multi-contact environments.
Identifying opportunities to improve contact center metrics and conducting high-level analyses to address forecasting deviations.
Staying up-to-date with current and emerging practices and technologies in workforce planning, scheduling, and forecasting.
Dedicated to increasing your data analytics skillset within Excel and Google Sheets.

Benefits

Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list
Mission driven + empowered + collaborative environment
State-of-the-art customer care contact center
Competitive pay and stock options
Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
Newly added HSA and 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