Business Performance Optimization Specialist

Career Opportunities in Compass Experience Labs are here We're looking for a skilled and detail-oriented individual to fill the position of Real-Time Analyst.

Job Overview:

The primary role of this position is to manage service levels across all internal and external locations, lines of business, and products. The analyst will provide timely communication regarding performance to interested parties.

Responsibilities:

• Update and process data for real-time performance analysis.
• Obtain quantifiable performance figures to make critical recommendations to address account performance issues.
• Manage and monitor the queue for Operations against attainment of passing service levels.
• Keenly observe the queue and proactively respond with action plans for the account's activities by continually communicating with Operations Management.
• Act as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalate relevant information on account performance to Management and ensure 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 devise necessary responses to resolve such matters.
• 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.

Requirements and Characteristics:

The ideal candidate will be able to commit to their work schedule, be punctual, and be accountable for their actions. They must also remain engaged and responsive to all internal communications. Self-reliance, problem-solving skills, trustworthiness, good judgment, and the ability to express opinions within the context of professionalism are essential qualities for this position.

Knowledge and Skills:

• Must possess knowledge or relevant experience in real-time analytics.
• Must be able to summarize, visualize, and present data with knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
• Possess analytical skills to review information, analyze data, and make appropriate recommendations for improvement.
• Have strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues.
• Able to 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. 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.

Availability:

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

Why You'll Love This Role:

This Real-Time Analyst position offers a challenging and rewarding opportunity to grow your career. If you're passionate about delivering exceptional results and making a meaningful impact, we encourage you to apply.