NexRep delivers world-class customer service and sales solutions with a network of highly skilled home-based agents.
Temporary Real Time Analyst
Location
United States
Posted
2 days ago
Salary
0
Seniority
Mid Level
Job Description
Temporary Real Time Analyst
NexRep, LLC
• Monitor and report schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays • Identify non-adherent agents so that they can be redirected back to the appropriate contact channel • Monitor agent work behaviors in real-time, identifying and addressing events such as contact handle times or after-contact times that exceed defined thresholds • Watch statistics across various KPIs (staffing, service levels, etc.) to ensure contractual obligations are met • Provide feedback to the Workforce Management team (WFM) and Operations • Change agent skill associations or provide historical reporting as needed
Job Requirements
- High School Diploma / GED
- At least 2 years of work experience in contact center workforce management / operations support required
- Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.)
- Intermediate level of experience with spreadsheets (MS Excel, Google Sheets- i.e. writing f(x), filtering, pivot tables, etc.)
- Keen attention to detail and accuracy
- Excellent organizational and time-management skills
- Proven ability to multi-task and monitor multiple queues or systems
- Proven analytical and problem-solving skills
- Excellent written and verbal skills to interact effectively with colleagues
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability and self-motivation
- Must be able to thrive in a fast-paced, dynamic, team environment
- Must be process minded and continually focused on ways to improve workforce management processes and effectiveness
- Ability to work a flexible schedule, including potentially nights and weekends
Benefits
- Equal employment opportunities for all employees and applicants
- Prohibits discrimination and harassment of any type
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