Workforce Real Time Analyst

GOAT Group

About The Position

GOAT is seeking a Workforce Real-Time Analyst to join our growing team. The ideal candidate should have experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment. Responsibilities include monitoring and analyzing Customer Service Representatives' performance. We're looking for an innovative thinker comfortable collaborating across departments. This role requires someone who is detail-oriented, analytical, and capable of managing multiple agents while balancing workforce and staffing needs effectively. GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–GOAT Group has a global community of more than 60 million members across 170 countries. GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become one of the leading and most trusted sneaker platforms in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 60 million members across 170 countries. Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers. Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible. The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Park West Asset Management, T. Rowe Price Associates, Inc., Franklin Templeton, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

Requirements

Experience with Workforce Management (WFM) in a multi-channel environment.
Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
Strong skills in Microsoft Excel or Google Sheets.
Excellent interpersonal and communication abilities.
Strong analytical and problem-solving skills.
Highly organized, capable of managing competing priorities.
Ambitious and consistent, with a comfortability in diverse and challenging situations.

Responsibilities

Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
Remain flexible to take on additional assignments as needed.