Ideal Candidate:

Quince is seeking a Workforce Management Real-Time Analyst to join our rapidly growing Customer Support (CS) team. The Workforce Management Real Time Analyst will be part of the Quince Customer Support organization. This position will play a crucial role in leveraging data to drive insights and strategies aimed at improving customer experience, operational efficiency, and reducing costs within a value-based framework. You will collaborate closely with cross-functional teams to ensure reporting is available for business decisions impacting the contact center.

Responsibilities:

• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting, planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Oversee and manage real time response to events such as technical outages, application failures, unanticipated closures, and escalates to appropriate internal and external teams when needed.
• Monitor and process real-time adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting
• Collaborates with Operations to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
• Communicates effectively with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
• Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
• Support any assignments as needed.

Requirements: 

• 2+ years call center Workforce Management experience in contact centers or equivalent experience
• Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies
• Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Flexibility to participate in a schedule required to support a contact center (open schedule availability for 1st, 2nd or 3rd shift).
• 1 year+ Experience with Workforce Management (back-office functionality) platform is recommended (e.g. Kronos, Verint or Gladly)
• Ability to work independently and meet deadlines