Temporary Real Time Analyst

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NexRep, LLC

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2009

🤝 B2B

☁️ SaaS

B2B • Customer Service • SaaS

A NexRep, LLC é uma empresa de soluções para contact centers focada nas pessoas que capacita uma força de trabalho virtual de alta qualidade e alto desempenho. Ao proporcionar aos agentes que trabalham em casa ferramentas e tecnologias de ponta, a NexRep os habilita a oferecer experiências excepcionais aos clientes em diversos canais de comunicação. A missão da empresa é criar um empreendimento socialmente responsável que engaje e capacite os agentes, permitindo flexibilidade e um equilíbrio satisfatório entre trabalho e vida pessoal, ao mesmo tempo em que oferece consistentemente resultados superiores para os clientes.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• Equal employment opportunities for all employees and applicants • Prohibits discrimination and harassment of any type