Real Time Performance Metrics Analyst

Job Summary

Career Opportunities with Exceptional Customer Experience

A great place to work.

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

The primary goal of the Real-Time Data Analyst is to manage and/or balance performance metrics for the company across all internal and external locations, lines of business, and products according to any contractual agreements and internal goals. The analyst provides timely and appropriate communication regarding the performance of the account to all interested parties.

Responsibilities:

1. Update and process data for real-time performance analysis.

1. Obtain quantifiable performance figures to make critical recommendations to address account performance issues.

1. Manage and monitor the queue for the Operations account against the attainment of passing service levels.

1. Keenly observe the queue and proactively respond with action plans for the account's activities by continually communicating with Operations Management.

1. Act as the central point of communication regarding account performance by cascading vital information to key decision-makers.

1. Escalate relevant information on account performance to Management and ensure proper documentation on major incidents.

1. Keep up to date on new policies and procedures addressing day-to-day issues of specific accounts.

1. Provide information on key issues and challenges in attaining service levels and devise necessary responses to resolve such matters.

1. Ensure passing service levels for each Operations account by engaging in real-time management of the queue. Respond to and act as the central point of communication in all events and circumstances impacting account performance.

1. Other duties and responsibilities as assigned

Requirements and Characteristics:

1. Commit to your work schedule, be punctual, and be accountable for your actions.

1. Remain engaged and responsive to all internal communications.

1. Be self-reliant with an information seeker mindset.

1. Be a keen problem solver with the ability to think on your feet.

1. Use good judgment and be trusted.

1. Express your opinion within the context of professionalism.

1. Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.

1. Cultivate team culture according to our values and promote a positive work environment.

Summary and Presentation:

Must possess knowledge or relevant experience in real-time analytics.

Summarize, visualize, and present data with knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.

Analytical skills: Review information, analyze data, and make appropriate recommendations for improvement.

Communication skills: Ensure employees are kept informed of developments effectively, and ensure all appropriate staff are aware of issues.

Organizational skills: Manage a range of tasks, prioritize responsibilities, and meet deadlines.

Ability to handle pressure: Work effectively in fast-paced situations, and adapt to rapid changes in information, process, direction, or immediate workflow.

Qualifications and Physical Requirements:

High school diploma or equivalent with a minimum of 1 year of WFM or related experience.

Strong internet connection with the ability to support online systems and applications.

Ability to see, talk, and hear 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 necessary technology, including computers, software applications, phone systems, etc.

Availability:

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