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Real-Time (RT) Operations Support Analyst
3 months ago
Roles & Responsibilities
Main Responsibilities:
Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making in the workforce space Support analysis and recommendations to improve real-time staffing levels and efficiency Researches and analyzes diversified operational support data to draw valid conclusions Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved on all platforms for customer care. Support Real Time Operation Manager and WFM Manager to validate confidence of established influences/drivers (factors determining forecasts) by leveraging advanced statistical methodologies Evaluates and implements new real-time monitoring methods/techniques for ops improvement Acts as team leader of various projects and participates on teams implementing new operational improvement processes Analyzes data using web tools and other company software and prepares recommendations and reports to drive high-impact process improvement efforts Works with Real Time Operation Manager to ensure adequate staffing and helps develop contingency plans to mitigate real-time workflow shortages Interface with call center leaders to understand the fast-changing business needs and makes updates to daily operational workflow processes when necessary Accurately track actual Customer Care output and the process and activity levels as needed for productivity analysis and resource shortage mitigation Be responsible for daily reports and facilitate planning calls and salesforce case managements Responsible for collecting and analyzing Voice of Customer survey metrics to facilitate discussions on operational performance gaps affecting real-time operations Support support collaboration efforts that ensure adequate technology and system access is available to all Customer Care associates Assist Customer Care as point of contact for collaboration on all system errors and troubleshooting efforts affecting real-time operations Creates, manages, and tracks all operational support metrics supporting Quality Assurance, Workforce Management, and Training functions Assistance on projects that will enable their division/stakeholders to continually improve processes by identifying, sharing, and implementing best practices within and across sites Stays current on internal policies and procedures Support all Real Time Operation manager initiatives on backlog, agent performance and operation reporting. Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requestExperience Required
Experience and Skills
3+ years of experience working in a call center 3+ years of experience working on Data Management or Analytics Experience using Genesys Cloud, Power Bi, and other workforce applications Experience with Salesforce applicationsSkills & Certifications
Strong working knowledge of Microsoft Office applications Excellent verbal communication and interpersonal skills Ability to interface with all levels of management Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel, Power Bi, and Access) Demonstrated complex problem-solving skills Strong organizational skills and attention to detail Must be comfortable working from homeEligibilities & qualifications
Requirements:
High school diploma or equivalent- Required Bachelor's degree- Preferred