Real Time Analyst | Workforce Management : Clipboard

Job Description

The Real Time Analyst lives in the Customer Operations Workforce Management team and is responsible for managing the queue and making sure that the Service Level Agreements for various programs are met.Part of their duties are onboarding and offboarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever Service Level Agreements are not being met. You are detail-oriented, comfortable with math and data, great with Spreadsheets and exhibit initiative and curiosity.

This is a Globally Remote position – candidates across the world are welcome!

Profile Must Haves

3+ years experience in a contact center environment

2+ years experience in a Workforce Management role.

Math: you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel/Google Sheets

Attention to detail: you cross all the T’s and dot all the I’s, making sure nothing is overlooked

Expertise: You have created Reports and Automations before, worked with Forecast and its Deviations and have strong mental models for how a workforce should be managed.

Problem-Solving: Proactively gather relevant data from appropriate sources, implement effective resolutions, consider all the facts and other perspectives, and conduct thorough root cause analysis. Always refer to long-term plans and goals, and prioritize key factors to ensure comprehensive and effective decision-making.

System Requirements

Minimum 15Mbps internet connection

Minimum i5 processor or equivalent

Minimum 12GB Ram

Quiet working environment

Steady power and internet connection