Real Time Analyst | Workforce Management

About the Role

The Real Time Analyst lives in the Customer Operations Workforce Management team and is responsible for managing the queue and making sure that the Service Level Agreements for various programs are met.
Part of their duties are onboarding and offboarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever Service Level Agreements are not being met. You are detail-oriented, comfortable with math and data, great with Spreadsheets and exhibit initiative and curiosity.

Day-to-Day Responsibilities

• Revising forecasts when reality does not meet expectations
• Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings
• Closely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippage
• Providing clear root cause analysis of any dips to our response and resolution times
• Onboarding new agents into CBH systems in a timely manner
• Off-boarding former agents from CBH systems in a timely manner
• Tracking seat / license usage in various tools to ensure we are staying within budget
• Monitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hour
• Overseeing holiday schedule management
• Providing information to operational leaders on agent productivity and adherence

Profile Must Haves

• 3+ years experience in a contact center environment
• 2+ years experience in a Workforce Management role.
• Math: you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel/Google Sheets
• Attention to detail: you cross all the T's and dot all the I's, making sure nothing is overlooked
• Expertise: You have created Reports and Automations before, worked with Forecast and its Deviations and have strong mental models for how a workforce should be managed.
• Problem-Solving: Proactively gather relevant data from appropriate sources, implement effective resolutions, consider all the facts and other perspectives, and conduct thorough root cause analysis. Always refer to long-term plans and goals, and prioritize key factors to ensure comprehensive and effective decision-making.

Your First Days

15 Days

By the end of your first 15 days, you have become an expert in navigating CBH's systems and tools. You can comfortably generate reports in Metabase, Google Sheets, and Zendesk, providing insightful analysis on recent SLA slippages. Additionally, you have a clear understanding of your responsibilities and have identified opportunities for process and reporting improvements.

30 Days

You are seamlessly taking over all RTA responsibilities, consistently providing accurate reports on attendance adherence and PTO, and efficiently handling any schedule change requests. When response times begin to slip, you promptly identify the issue, conduct a thorough root cause analysis, and offer actionable recommendations to address it.

System Requirements

• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection