Remote OCCC Real Time Workforce Management Analyst
About The Position
At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams. Our Real Time Analysts are responsible for monitoring and reporting all elements of call center staffing to ensure departmental productivity and profitability goals are met. This role will facilitate real time discussions with the Leadership team regarding forecast variances and recommend changes for accuracy and effectiveness.
Requirements
- High School/GED
- 1 - 2 years of experience utilizing a scheduling software (Verint Preferred)
- 1 - 2 years of experience in a multi-channel call center environment
- We will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law
- Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
- A workspace with adequate furnishings (e.g., a desk and chair) and lighting
- Minimum of 50 mbps download/20 mbps upload or higher, high speed internet connection with the ability to hard wire directly to a modem (speed test must be completed via speedtest.net)
- Excellent interpersonal and communication skills
- Basic computer skills in various software and web-based applications
- Proficient in Microsoft Office
- Comfortable working in a high-volume role
- Demonstrated ability to prioritize tasks and manage time efficiently
- We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences
Nice To Haves
- Experience in building/reporting in PowerBI or similar reporting systems a plus!
Responsibilities
- Use workforce management tracking tools to maintain information on employee activity and status, including schedule assignments and absences, meetings, and other schedule exceptions
- Analyze information on agent activity and forward items requiring attention to management
- Report on results achieved and document any measures implemented during each shift
- Develop knowledge of the call routing system to ensure proper utilization of distribution rules (tiering matrix) as the center's needs evolve over the day
- Make real-time adjustments for team meetings, training, coaching and other off-phone tasks as required
- Monitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possible
- Complete root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy
- Key daily exception requests, update schedules and respond to escalated issues and ad-hoc requests
- Collaborate with Leadership on identifying opportunities to further optimize our workforce
Benefits
- A Competitive Compensation package with upward earnings potential
- Comprehensive benefits package including medical, dental, vision & life Insurance
- 401(k) plan with company match, employee stock purchase plan
- Paid vacation, holidays, and sick time
- Employee discounts, tuition reimbursement, dependent scholarship awards
- Inclusive training programs as the industry leader
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administrative and Support Services
Education Level
High school or GED
Number of Employees
501-1,000 employees
