Real Time Analyst

VXI Global Solutions

1d • $39,520

About The Position

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. Private equity investor Bain Capital also backs VXI. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, VXI expanded our footprint in the US and Philippines and gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This rare occurrence in the private equity space shows the performance VXI delivers for our clients, employees, and shareholders. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Requirements

• Preferably with a Bachelor's/College Degree in any field. High School Diploma/GED
• Preferably at least 1 year of working experience in the related field is required for this position from a BPO/Call Center Set-up.
• Proficient in Microsoft Excel, Business Objects, ACD switch reporting, Blue Pumpkin or IEX, and email systems
• 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
• Internal Eligibility Criteria: No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB
• For promotions, no minimum tenure required

Responsibilities

• Monitors queue real-time
• Analyzes, monitors, and balances real-time staffing levels vis-a-vis call volumes, busy lines, production issues
• Assists during downtime
• Real-time analysis daily to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED