Remote Workforce Real Time Analyst

Please note: We are currently hiring only in the following states:
TX, UT, KS, OK, GA, NC, IN, PA, SC, LA, TN, AL, KY, MS, OH, MI, NV, FL, MO, AR, OR, NM, AZ.

Applicants must reside in one of these states to be considered for this position.

This position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

PRIMARY RESPONSIBILITIES

· Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.

· Verify communication of all information relevant to staffing

· Update employee and team data maintained in the workforce management software

· Assist Operations with any schedule or staffing information requirement.

· Monitor ½ hourly call volumes, AHT, and staffing requirements.

· Alert Operations management on threshold violation

· Monitor, track, and report agent schedule adherence and employee occurrences

· Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production

· Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

Knowledge, Skills, and Abilities

· Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)

· Broad knowledge of contact center and customer service operations

· Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.

· Integrity, Customer focus, Innovative

· Displays teamwork and leadership skills

· Good communication and interaction skills

· Strong problem-solving skills

· Adaptable to change and able to work under pressure

· Good time management skills and able to multi-task

· Flexible with schedule to accommodate working in a 24x7 environment and international time zone.

QUALIFICATIONS

· 1 to 2 years work experience in a contact center (BPO) environment as a real time analyst

· High School Diploma/GED

Pay: From $19.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance

Application Question(s):

  • We are currently hiring only in the following states:

TX, UT, KS, OK, GA, NC, IN, PA, SC, LA, TN, AL, KY, MS, OH, MI, NV, FL, MO, AR, OR, NM, AZ.
To confirm your eligibility, please indicate the state in which you currently reside below.

Education:

  • High school or equivalent (Required)

Experience:

  • contact center (BPO) environment as a Real Time Analyst: 1 year (Required)

Work Location: Remote

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...