Data-Driven Service Level Manager

**Job Title:** Real-Time Analyst

**Job Description:

We are seeking an experienced and analytical individual to join our team as a Real-Time Analyst. The primary role of this position is to oversee and manage service levels for the company across all internal and external locations, lines of business, and products according to any contractual agreements and internal goals.

The ideal candidate will have strong analytical skills to review information, analyze data, and make appropriate recommendations for improvement.

This role requires excellent communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues.

The successful candidate will be able to prioritize responsibilities, manage multiple tasks, and meet deadlines in a fast-paced environment.

**Key Responsibilities:

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels.
• Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper documentation on major incidents.
• Keep up to date on new policies and procedures addressing day-to-day issues of specific accounts.
• Provide information on key issues and challenges in attaining service levels and devises necessary responses to resolve such matters.
• Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and circumstances impacting account performance.

**Requirements and Characteristics:**

• Must be able to commit to your work schedule, be punctual, and be accountable for your actions.
• Remain engaged and responsive to all internal communications.
• Self-reliant with an information seeker mindset.
• Keen problem solver with the ability to think on your feet.
• Trusted and uses good judgment.
• Encouraged to express your opinion within the context of professionalism.
• Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.
• Cultivate team culture according to our values and promote a positive work environment.
• Knowledge: Must possess knowledge or relevant experience in real-time analytics.
• Must be able to summarize, visualize, and present data with the knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.

**Qualifications and Physical Requirements with or without reasonable accommodation:**

• High school diploma or equivalent with a minimum of 1 year of WFM or related experience
• Must have a strong internet connection with the ability to support online systems and applications
• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e., for the duration of an 8-hour shift)
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

**Availability:**

• Full-Time position with weekdays, weekends, and nighttime availability