Real Time Analyst
2 days ago
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today
- Add and remove users to the telephony, WFM and other client systems.
- Update skill changes on individuals and large-scale skill changes
- Receive requests from operations regarding coding agents in real-time and future events like PTO, meetings, leaving early, arriving late, temporary schedule changes, coding exceptions for training, etc.
- Reporting as required by internal leadership (i.e., performance reporting, attendance, and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
- Responding to requests, executing requests, documenting completion, and communicating updates timely
- Completing requests and updates with a high degree of accuracy
- Conduct regular reporting intraday showing queue level performance across multiple locations
- Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
- Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately
- Other duties as assigned by management
Qualifications
- Overall experience of 8 years and at least 2- 3 years in a forecasting and/or planning role
- 2 years of workforce experience in real-time management a must
- Experience adding and removing people from systems preferred
- Must have solid verbal and written communications skills
- Must have flexibility to work during any hours of operation
- High degree of accuracy and timeliness in reporting required
- Proficient in MS Office Suite (Excel, Outlook)
- Strong quantitative and analytical skills
- Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software
- Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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