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Real-Time Analyst

2 months ago

San Antonio, United States PartnerHero Full time
Job DescriptionJob Description

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role
PartnerHero is looking for a Real-Time Analyst who will play an integral role in the execution of workforce planning strategies to ensure our Partner’s SLAs are consistently met and/or exceeded. You will assist our Partners in ensuring they have the most effective staffing model in their contact centers based on the forecasted volume of incoming customer calls/emails and their desired service levels.  

In this role, you will interpret data, formulate, and implement modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning to ensure desired performance levels and outcomes. You can read data on sight and make recommendations that will lead to optimal contact center outcomes. 

We are only hiring in Texas, North Carolina, or Florida for this role.

What You’ll Do:

  • Manage real time and intraday contact center queue performance and schedule adherence, coordinating staffing allocation to achieve the Partner’s service level objectives.
  • Adjust intraday forecasts by analyzing business drivers, trends, and historical data to determine required staffing levels.
  • Make recommendations for necessary adjustments in staffing plans to operations teams to achieve service level goals and business objectives.
  • Maintain key performance metrics and standardized reporting for timely analysis and action-driven insights.
  • Create advanced reporting and dashboards for Leadership using historical data and forecasting results from relevant systems.
  • Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and execution of customer service activities.

What We Expect From You:

  • Minimum of 4 years of experience as a Real-Time Analyst or Real-Time Coordinator.
  • Solid understanding of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and occupancies.
  • Solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity.
  • Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture.
  • Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
  • Good written and verbal communications to be able to work with all levels of the organization.
  • Proficient in Microsoft Office Suite and/or Google sheets, including manipulating data, creating reports, visualizations, and presentations from scratch.
  • Experience with Python.

What You’ll Get In Return:

  • Flexible working arrangements 
  • Competitive Base Salary
  • Generous paid vacation
  • Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
  • Competitive retirement benefits
  • Access to free posture-based fitness workouts from home paid Sabbatical Leave
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

  • Care for others - Cooperate, empathize, and seek opportunities to put each other first.
  • Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
  • Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
  • Take ownership - Doing the right thing should come naturally.
  • Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.


 

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