Real Time Analyst

Job ID and other metadata omitted for brevity.

About the role

A Real-Time Analyst plays a critical role in ensuring the efficient and optimal operation of a company's contact center or service delivery operations. They are responsible for monitoring real-time activities, managing workforce schedules, and making on-the-fly adjustments to meet service level and operational goals. The Real-Time Analyst collaborates with various teams and stakeholders to optimize resource allocation and enhance overall productivity. This person will be proactive in their approach by analyzing data to anticipate issues while making informed decisions that impact our customers and operation.

Responsibilities

• Monitor KPIs, metrics, chat/SMS, email queues, and agent availability to maintain service levels.
• Maintain schedule adherence and operational efficiencies; identify trends and propose solutions for deviations from established benchmarks.
• Make real-time adjustments to schedules, adjust staffing levels, and allocate channels to optimize resource utilization.
• Assign tasks to meet service level targets and communicate with staff to organize shift changes as needed.
• Collaborate with various departments to maintain alignment with real-time needs, including Department Managers, Team Leads, and Supervisors.
• Generate reports and document real-time data and performance metrics in collaboration with all center stakeholders.
• Utilize Workforce Management software and intraday management tools to aid in real-time decision-making and proactive solutions.
• Respond urgently to business interruptions, implement crisis communication strategies, and manage remote work, redundancy, and emergency response.
• Ensure work schedule compliance, manage alerts and notifications, and optimize resources through data analysis.
• Present detailed data to management, identifying trends and patterns to optimize adherence and intraday adjustments.
• Manage call routing, multichannel queue management, priority queues, service levels, queue overflow, IVR, and routing understanding.
• Enforce attendance policies, participate in shaping policy, and provide feedback for improvement with an ethical approach.
• Track and address expert activity using Workforce Management Software, create dashboards for metrics, and monitor expert log-in/log-out times, breaks, lunches, and occupancy.
• Set alerts and notifications thresholds, make real-time adjustments, communicate with experts, compare historical data, and perform reporting and analysis.

Requirements

• 1 year of Workforce Management experience (preferred, not required).
• Strong written and verbal communication skills.
• Analytical skills with a strong "number sense."
• Ability to collaborate with contact center management and other stakeholders to resolve WFM-related issues.
• Ability to work within multiple software platforms; familiarity with NICE CX One WFM tools.
• Proficiency in Excel/Google Sheets.
• Ability to develop and maintain effective working relationships with co-workers and management.
• Be a vocal presence for management in directing day-to-day real-time scheduling activity.

About Us

Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community. We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character. We’re more than just a pest control company!

What We Live By

• Do The Right Thing: We believe in striving to do the right thing because we genuinely care about our customers.
• Be Nice: We think kindness is contagious, and we believe small gestures can have a big impact.
• Be The Solution: It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”
• Keep Improving: Because we care about helping our customers, we take our job knowledge seriously.

Benefits

At Moxie Pest Control, we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include:

• 2021, 2022, & 2023: Great Places To Work and Top Places to Work Awards & Recognition.
• In-office and hybrid work environment.
• Monthly company events and quarterly service projects.
• Comprehensive medical coverage that covers many common services at no cost or for a low copay.
• Additional options for dental and vision benefits, life and disability coverage, and more.
• 401K Plan.
• Long- and short-term disability coverage (voluntary).
• Paid Time Off.