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Customer Service Real-Time Analyst
2 months ago
Customer Service Real-Time Analyst
Analyst plays a crucial role in ensuring the efficient utilization of workforce resources by monitoring real-time performance metrics, identifying trends, and making immediate adjustments to optimize staffing levels and maintain service levels. This role requires keen attention to detail, strong analytical skills, and the ability to thrive in a fast-paced, dynamic environment.
Responsibilities- Monitor real-time adherence to schedules, identifying deviations and taking proactive measures to address staffing gaps or surpluses.
- Utilize workforce management tools and software to track and analyze key performance indicators, such as service level, average handle time, and occupancy.
- Communicate with frontline supervisors and managers to provide real-time updates on performance metrics and staffing requirements.
- Make recommendations for schedule adjustments, including overtime, breaks, and shift changes, to optimize resource utilization and maintain service levels.
- Coordinate with workforce management team members to ensure seamless transitions between shifts and minimize disruptions to operations.
- Act as a point of contact for frontline employees regarding scheduling issues, time-off requests, and other real-time concerns.
- Generate real-time reports and dashboards to provide insights into current performance trends and identify opportunities for improvement.
- Collaborate with other departments, such as operations and training, to implement strategies for improving efficiency and productivity.
- Stay informed about industry best practices and emerging technologies in workforce management, continuously seeking opportunities to enhance processes and procedures.
- Must be able to work Monday-Friday 12:00pm-8:30pm EST or 9:00am-5:30pm PST.
- Familiarity with workforce management tools and contact center software.
- Effective communication skills.
- Ability to identify issues and implement solutions to optimize workforce efficiency.
- Ability to adapt to changing contact volume patterns and adjust scheduled accordingly.
- Excellent time management and organizational skills.
- Ability to work collaboratively customer service supervisors and representatives.
- Bachelor's degree in business administration, operations management, or a related field; relevant work experience may be considered in lieu of a degree.
- Previous experience in a real-time analyst or workforce management
