About the Team

The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization. 

About the Role

The Real Time Analyst will become a subject matter expert on workforce planning and intraday operation fundamentals, including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. Real Time Analysts may also be asked for insights and recommendations for process improvements based on trends and ad hoc reporting/tasks as assigned by the Workforce Manager or Vendor Operations. This role also works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self-starter with strong analytical and communicative skills.

This role will support our Customer Experience Center in Phoenix.

You’re excited about this opportunity because you will…

• Monitor/adjust queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are met.
• Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers.
• Serve as the primary point of contact for the internal support team on intraday requests.
• Report out on staffing, contact and service level drivers, and historical data.
• Assist with call center tool provisioning and near-term offline planning.

We’re excited about you because…

• You are a strong observer – you love finding details in the mundane and approach requests with curiosity.
• You are results-oriented, and are constantly evaluating how and whether your activities are achieving the desired, measurable impact.
• You are comfortable in a fast-paced, constantly changing team-oriented environment.
• You are a communicator, comfortable with speaking to internal and external partners at all levels.
• You have 1-2 years experience in real-time/workforce management. 
• You have expert level experience working with a workforce management optimization tool (i.e Verint, Assembled, Aspect, Nice IEX, etc). 
• You have demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
• You have 2+ years of experience in contact centers, including 1 year as a real time analyst or in planning/reporting.
• You have experience with outsourced call centers (preferred).
• You have a strong analytical mindset and are a multi-tasker.
• You are fluent with Google Suite.
• You have reporting experience including strong skills within Microsoft Excel and Google Sheets.
• Experience with Salesforce and Amazon Connect preferred but not required.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey