Workforce Real time Analyst

5 days ago

Taguig, Philippines eTeam Full time

eTeam Taguig, National Capital Region, Philippines

Workforce Real time Analyst

Contractual 6 months

Overview

Job Description: Ensure Coinbase’s Customer Experience teams meet all of our SLAs in responding to our customers in a prompt manner.

Responsibilities
  • Monitor real-time queue and work closely with multiple vendor partners to meet Key Performance Indicators (KPI).
  • Manage the daily/intraday performance reports and update status to Leadership.
  • Manage daily and intraday schedule adherence.
  • Analyze past call volume, interval arrival patterns and staffing patterns.
  • Re-allocate inbound volume and staffing assignment (if needed).
  • Encode exceptions on the WFM tools.
  • The point of contact for any additional in-center pullout requests internally and from different vendors.
  • Communicate any real-impacts (outages, influxes in volume, vendor issues).
Qualifications
  • Minimum of 1 year of relevant experience in Workforce Management / Operations.
  • Expertise in real-time management, reporting and has background in scheduling and capacity planning.
  • Proficient in the use of workforce management tools.
  • Able to work with large amounts of data to identify trends and patterns.
  • Specialist in spreadsheet tools like Excel and Google Sheet.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Excellent written and verbal communication skills required.
  • Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance.
Nice to have
  • Experience using BI tool such as Looker and Salesforce.
  • Experience meeting with and presenting information to senior leadership.
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