Workforce Management Real-Time Analyst

Overview

Join a Team That’s Passionate About Making Lives Better

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results

The Workforce Management Real-Time Analyst plays a pivotal role in maintaining the balance between customer satisfaction (Service Level) and profitability (Margin). In this role, you’ll provide real-time feedback and historical reporting to Operational Management, Senior Leadership, and our clients, ensuring our operations run seamlessly.

• Monitor incoming call queues and proactively respond to spikes in call volumes to meet service levels.

• Oversee dialer queues to enhance agent productivity and list penetration.

• Manage staff scheduling, break schedules, occupancy, and reporting.

• Participate in campaign planning to understand resource needs, objectives, and goals.

• Communicate real-time production issues affecting service levels or dialer effectiveness to managers and leaders.

• Report real-time system issues to IT.

• Analyze real-time queue reports, daily call trends, and historical dialer data, addressing any issues and sharing updates with management.

• Assist in projecting staffing needs for campaigns and during system outages or emergencies.

• Receive attendance calls and update the Attendance Tracker.

• Attendance is key - candidates must have a solid attendance record to be considered for this opening

• A minimum of six months of successful experience in an agent role within the company, or equivalent external experience.

• Previous supervisory or managerial experience is a strong asset.

• Proficiency in Microsoft Excel (intermediate to advanced level preferred).

• Excellent verbal and written communication skills.

• Strong problem-solving and troubleshooting abilities.

• Ability to multi-task and excel in a fast-paced environment.

• A collaborative individual who thrives in providing support, coaching, and encouragement to others.

• Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training : We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in people’s lives

Get to Know Us Better Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives