Temporary Real Time Analyst

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NexRep, LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤝 B2B

☁️ SaaS

B2B • Customer Service • SaaS

NexRep, LLC is a human-focused contact center solutions company that empowers a high-quality, high-performing virtual workforce. By providing work-at-home agents with state-of-the-art tools and technologies, NexRep enables them to deliver exceptional customer experiences across various communication channels. The company's mission is to create a socially responsible enterprise that engages and empowers agents, allowing for flexibility and a fulfilling work-life balance while consistently delivering superior results for clients.

📋 Description

• 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

🎯 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