Workforce Management Real Time Analyst

hace 2 semanas

San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started

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 KPI’s. Their key focus is to achieve and maintain balance between customer experience (Service Level) and profitability (margin).- 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

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

Certificates, Licenses, & Registration:
There are no personal certification, licensing, or registration requirements for this job

Reports to: WFM Real Time Analytics, Manager
- About Us
- Bill Gosling Outsourcing provides a career opportunity in Customer Service, with various shifts and full time hours in our state-of-the-art call center. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. We have offices across the Globe - Newmarket, Ontario; London, Ontario; Montreal, Quebec; USA (Richmond, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK._
- Where are we located?
- We are located in the beautiful C.C. El Cafetal in La Ribera de Belén, beside the Marriott._

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