S'INSCRIRE
Retour aux emplois
XX
Workforce Real Time AnalystGOAT Group • New York, New York, United States
Trouver des emplois similaires

Cette offre d'emploi n'est plus disponible

XX

Workforce Real Time Analyst

GOAT Group
  • US
    New York, New York, United States
  • US
    New York, New York, United States
Trouver des emplois similaires

À propos

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.
In this role, you will:
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.
We are looking for:
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.
The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal parity.
Hiring Range:
$18.31 - $26.83 USD
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. By applying, you authorize GOAT Group to send you text messages regarding your job application, interview and/or onboarding process, and other job opportunities at GOAT Group. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.
If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.
#J-18808-Ljbffr
  • New York, New York, United States

Compétences linguistiques

  • English
Avis aux utilisateurs

Cette offre a été publiée par l’un de nos partenaires. Vous pouvez consulter l’offre originale ici.

Trouver des emplois similaires