[Hiring] Workforce Real-Time Analyst @Ninja Partners LLC

Role Description

The Real-Time Analyst is responsible for monitoring real-time operations and taking necessary actions to ensure service level agreements (SLA) are achieved. This position will work closely with the Workforce Management team, Service Delivery team, and other departments to optimize productivity, efficiency, and customer satisfaction. Additionally, this position will be responsible for analyzing real-time data to identify trends and patterns, and providing insights and recommendations to improve team member performance.

• Monitors real-time operations to ensure SLAs are achieved (WFM tool dependent)
• Analyzes real-time data to identify trends and patterns, and provides insights and recommendations to improve team member performance
• Manages service levels, staffing levels, and call routing to optimize productivity, efficiency, and customer satisfaction
• Takes necessary actions to address issues affecting service levels and escalates issues
• Coordinates with Workforce Schedulers and Planners to adjust schedules and staffing levels based on real-time demand
• Collaborates with other departments to resolve issues affecting operational performance
• Provides operational insights to Service Delivery based on Time Doctor, Workgenda, and other WFM tools at hand
• Adheres to company policies and procedures
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Meets or exceeds performance targets for related KPI’s
• Performs other duties as assigned

Qualifications

• 1 year of experience in workforce management or real-time monitoring
• Strong communication skills, both verbal and written
• Proficient in using Workforce Solutioning Tool (e.g Verint, IEX, Playvox)
• Well-versed in using Excel and Google Sheets spreadsheets, able to create and understand their reporting capabilities
• Experience in a call center environment

Benefits

• Full-time employees
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)