It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

OVERVIEW

This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

PRIMARY RESPONSIBILITIES

·         Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.

·         Verify communication of all information relevant to staffing

·         Update employee and team data maintained in the workforce management software

·         Assist Operations with any schedule or staffing information requirement.

·         Monitor ½ hourly call volumes, AHT, and staffing requirements.

·         Alert Operations management on threshold violation

·         Monitor, track, and report agent schedule adherence and employee occurrences

·         Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production

·         Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

Knowledge, Skills, and Abilities

·        Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)

·        Broad knowledge of contact center and customer service operations

·        Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.

·        Integrity, Customer focus, Innovative

·        Displays teamwork and leadership skills

·        Good communication and interaction skills

·        Strong problem-solving skills

·        Adaptable to change and able to work under pressure

·        Good time management skills and able to multi-task

·        Flexible with schedule to accommodate working in a 24x7 environment and international time zone.

 Minimum Requirements and Competency Expectation

• 1 to 2 years work experience in a contact center (BPO) environment as a real time analyst

•  High School Diploma/GED

Internal Eligibility Criteria:

• No active PIP within the last 6 months

• Good Attendance Record, 85% or higher for the last 90 days

• QA Scores, 85% or higher average for the last 90 days

• LOB KPIs at or above goal for the last 90 days

• For lateral transfers, 6 months in current role/LOB

• For promotions, no minimum tenure required

• 1 year of previous leadership within a call center environment preferred

Pay Rate

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!