Real Time Analyst

DailyPay•New York, NY

About The Position

Reporting to the Customer Operations Workforce Management Lead, the Real-Time Analyst is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.

Requirements

Demonstrate sound work ethic
Ability to communicate effectively within the team as well as with agents and other leaders
Ability to work as part of a team
Ability to stay on task when working solo
Must have advanced level Microsoft Excel/Google Sheets skills – Including advanced formulas
Ability to create reports and forecast results
Attention to detail and high level of accuracy
Ability to multitask, focus and complete reports for extended periods of time
Previous call center experience required

Nice To Haves

Previous Work Force Management experience is considered an asset
Previous experience with BPOs or working with Third Party Call Centers
Experience in the payments/technology space
Experience in a high-growth startup environment
Experience with Assembled, Zendesk, Five9, and/or Google Suite

Responsibilities

Manage the call volume, daily attendance and program break schedules
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned