Performance Data Manager
21 hours ago
Job Title: Real Time Analyst
">Job Description:
">We are seeking a highly skilled and analytical individual to join our team as a Real-Time Analyst. As a key member of our operations team, you will play a crucial role in managing and balancing service levels across all internal and external locations, lines of business, and products according to contractual agreements and internal goals.
">Responsibilities:
">Update and process data for real-time performance analysis, obtaining quantifiable performance figures to make critical recommendations to address account performance issues.
">Manage and monitor the queue for the Operations account against the attainment of passing service levels, proactively responding with action plans for the account's activities by continually communicating with Operations Management.
">Act as the central point of communication regarding account performance, cascading vital information to key decision-makers, escalating relevant information on account performance to Management and ensuring proper documentation on major incidents.
">Keep up to date on new policies and procedures addressing day-to-day issues of specific accounts, providing information on key issues and challenges in attaining service levels and devising necessary responses to resolve such matters.
">Ensure passing service levels for each Operations account by engaging in real-time management of the queue, responding to and acting as the central point of communication in all events and circumstances impacting account performance.
">Required Skills and Qualifications:
">Commit to work schedule, be punctual, and be accountable for actions, remaining engaged and responsive to all internal communications.
">Be self-reliant with an information seeker mindset, have keen problem-solving skills and ability to think on your feet, trusted and use good judgment, express opinion within the context of professionalism, work with humility and be open to coaching and continuous improvement.
">Cultivate team culture according to values and promote a positive work environment, knowledge of key call center metrics, summarizing, visualizing, and presenting data.
">Benefits:
">A Full-Time position with weekdays, weekends, and nighttime availability, strong internet connection to support online systems and applications, ability to communicate verbally and in writing, operate a computer/laptop and a headset, perform duties while sitting and/or standing for prolonged periods of time.
">Qualifications:
">High school diploma or equivalent with a minimum of 1 year of WFM or related experience, proficiency with necessary technology, including computers, software applications, phone systems, etc.
">Keyword: RealTimeAnalyst
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