Customer Service Real-time Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Continuously track AHT, ASA, service levels, occupancy, abandonment rates, backlog, and adherence across both customer-facing and clinical queues.

• Utilize AI-driven alerts and pattern recognition to spot emerging risks and prioritize necessary interventions.

• Implement intraday workforce changes in response to call spikes, absenteeism, outages, demand fluctuations, and process disruptions.

• Conduct scenario analysis to assess staffing adjustments, break modifications, overtime, offline tasks, and routing alternatives.

• Report operational obstacles, technology issues, capacity limitations, and clinical dependencies with supporting evidence and suggested next steps.

• Manage dynamic re-skilling and skill mapping to align agents with forecasted demand, service priorities, and queue complexities.

• Evaluate adherence, shrinkage, staffing variances, and interval coverage to enhance schedule alignment.

• Convert queue conditions, forecasts, volumes, handling patterns, backlogs, and staffing availability into capacity recommendations.

• Perform root-cause analysis for underperforming intervals and create countermeasures and follow-up strategies.

• Develop intraday dashboards and executive updates that encompass performance metrics, risks, actions, and anticipated recovery.

• Record intraday actions, decisions, outcomes, and unresolved issues to facilitate reviews and continuous improvement.

• Collaborate with Workforce Management, Operations, Clinical, Training, and Technology teams to address systemic problems and update playbooks, thresholds, and reporting standards.

⛳️ Requirements

• At least five (5) years of experience in workforce management with a focus on queue performance management and scheduling optimization.

• A high school diploma or equivalent is required.

• In-depth knowledge of forecasting, scheduling, adherence, shrinkage, service levels, interval analysis, queue routing, skill management, and intraday performance recovery.

• Proficiency in Microsoft Excel and PowerPoint.

• Familiarity with NICE CXone, Verint, Aspect, Avaya, Genesys, or similar contact center and workforce management systems.

• Capacity to effectively utilize AI-enabled analytics, automation, and reporting tools while ensuring the accuracy of outputs and safeguarding sensitive data.

• Strong analytical, communication, problem-solving, and influencing abilities.

• Capability to perform well under pressure and convert complex, time-sensitive data into actionable steps.

• Proficiency in transforming raw data into actionable dashboards and executive-level presentations.

• CWPP certification is preferred.

• PMP certification is preferred.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Paid time off

• 401(k) matching

• Wellness perks

• IV therapy

• Compounded medications