Senior Member Support Real-Time Analyst
Posted on 4/1/2024
Peloton

1,001-5,000 employees

Interactive fitness platform with on-demand classes
Company Overview
Peloton Interactive is a global leader in the connected fitness industry, offering a comprehensive fitness ecosystem that combines top-tier equipment, software, and content to make fitness accessible and effective for everyone. The company's culture is centered around fostering social connections and motivation among its 6.7 million members, with a vast library of live and on-demand studio classes available across multiple platforms and devices. Peloton's competitive advantage lies in its unique blend of fitness, technology, and media, offering a variety of membership and payment options, and extending its reach to corporate wellness and commercial sectors.
Consumer Software

Company Stage

N/A

Total Funding

$1.9B

Founded

2011

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-5%

2 year growth

-25%
Locations
Plano, TX, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Salesforce
Excel/Numbers/Sheets
CategoriesNew
Customer Success & Support
Customer Experience
Customer Support
Requirements
  • 4 years of contact center experience in a Workforce Management function, such as RTA, scheduling, analyst, or reporting
  • Understanding of contact center best practices
  • Comfortable with WFM KPIs and metrics and what drives them in a contact center (occupancy vs. utilization, shrink, SLA, AHT, arrival pattern, Erlang, etc.)
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
  • Working experience creating Microsoft Excel or Google Sheets reports and templates
  • Strong organizational skills and good analytical skills
  • Ability to quickly and effectively adapt to change
  • Experience with WFM and CRM platforms, bonus points for Genesys and Salesforce
  • Schedule flexibility is required
Responsibilities
  • Monitor all live/async channel queues
  • Call out adherence issues and excessive time in certain states
  • Primary point of contact for intraday update emails (3x daily on current status of queues, any major call outs/commentary) and daily/weekly updates
  • Review same day scheduling requests (meeting, training, coaching) and review need for VTO or OT across internal and outsourced contact centers
  • Activate levers when SLA is threatened and communicate to outsourced partner teams
  • Partner with Operations and GMS Forecasting to identify contact drivers when variance to forecast
  • Engage with Operations, ET/Service Design, GMS Experience, and BPOs as needed
  • Log events for later root cause analysis reviews in cases of outages and partner with Forecaster to ensure this information is incorporated into future forecasts
  • Facilitate communication between partners and Peloton internal for coverage opportunities
  • Attend weekly Intraday Pattern (IDP) meetings with Forecaster, Scheduler, and Sr. Mgr WFM