Workforce Management Real Time Analyst
Workforce Management Real Time Analyst
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Job Description
Join a Team Thats Passionate About Making Lives Better!
At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!
The Workforce Management Real Time Analyst provides real-time feedback and historical reporting to Operational Management Senior Leadership and our clients as it pertains to Workforce Management KPIs. Their key focus is to achieve and maintain balance between customer experience (Service Level) and profitability (margin).What Youll Do:
- Responsible for monitoring incoming call queues to forecast and proactively respond to spikes in call volumes to ensure service levels are met.
- Responsible for monitoring dialer queues with the objective of increasing agent productivity and list penetration.
- Responsible for staff scheduling managing break schedules occupancy and reporting
- Participate in all campaign planning processes in order to be aware of needs required resources objectives etc.
- Communicate in real-time with managers and leaders regarding any production issues which may affect service levels or dialer effectiveness.
- Communicate in real-time any systems issues to IT.
- Review real-time queue reports data usage reports daily call trends and real-time and historical outbound dialer data. Identifies any issues and communicates them on an ongoing basis to Management.
- Assist in the projection of staffing requirements for each campaign as required
- Assist with the deployment of staff during system outages/emergencies to ensure all client requirements are being met as required
- Receive attendance calls and update Attendance Tracker.
- Champion company core values and other company programs
- Other duties as assigned
IND01
What Were Looking For:
Education
High School Diploma or Equivalent
Experience
- Minimum six months successful experience in an agent role in the Company or equivalent experience outside of the Company
- Previous supervisory or managerial experience would be an asset
- Intermediate to advanced MS Excel proficiency preferred
Reports to:
- WFM Real Time Analytics Manager
Why Join Us
Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.
Team-Oriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.
Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.
State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.
Rewarding Work: Help businesses grow while making a real difference in peoples lives!
Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!
Twitter & Instagram: bgocareers
Facebook: Bill Gosling Outsourcing
LinkedIn: Bill Gosling Outsourcing
At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.
Bill Gosling Outsourcing Where your career thrives!
Required Experience:
IC
Employment Type
Full-Time
