Workforce Real Time Analyst

12 hours, 6 minutes ago
Full-time
Mid Level
Data Science and Analytics
GOAT Group

GOAT Group

GOAT Group is a global platform offering the greatest products from the past, present, and future. Established in 2015, it has evolved into the premier sneaker marketplace worldwide, expanding to provide apparel and accessories from emerging, contempor...

Retailing
1K-5K
$493M raised

Description

  • Conduct real-time analysis of agent occupancy and schedule adherence to support optimal performance.
  • Analyze staffing levels, scheduling gaps, and staffing performance to maximize labor efficiency.
  • Manage intra-day workforce performance and monitor shrinkage trends to identify improvement opportunities.
  • Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
  • Maintain an agent master file with updates to staffing, attrition, and departmental changes.
  • Communicate outlying agent performance in real time to relevant stakeholders.
  • Remain flexible to take on additional assignments as needed.

Requirements

  • Experience with Workforce Management (WFM) in a multi-channel environment.
  • Proficiency with WFM and scheduling software such as Verint, Aspect, Assembled, or Nice.
  • Strong skills in Microsoft Excel or Google Sheets.
  • Excellent interpersonal and communication abilities.
  • Strong analytical and problem-solving skills.
  • Highly organized and capable of managing competing priorities.
  • Ambitious and consistent, with comfort in diverse and challenging situations.
  • Experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment.
  • Ability to collaborate across departments.

Benefits

  • Hiring range of $18.31 to $26.83 USD per hour.
  • 401(k) benefits.
  • Paid time off.
  • Medical insurance.
  • Dental insurance.
  • Vision insurance.
  • Disability insurance options.
  • Life insurance options.

Interested in this position?

Apply directly on the company website

Apply Now

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