Real Time Analyst

Job Description

Assist with various workforce system (NICE IEX) administrative tasks to ensure accurate performance tracking and process workflows Real-time monitoring of performance across all channels, including the execution of channel-flexing and escalation actions Day-to-day management of scheduling requests, work distribution, and agent productivity Cadenced reporting to leadership on key performance metrics, including targeted recommendations Administration of system profiles, scheduling, and call-out updates Identify and raise issues with staffing/scheduling, and make data-driven recommendations for corrective action Develop a strong understanding of staffing frameworks at the intraweek and intraday level, track performance against expected patterns, and adjust intra-day forecasts accordingly Deploy sound quantitative analytical technique to clean data-sets, identify outliers and smooth distributions used in compilation of forecasts Build a strong understanding of Toast customer contact drivers and agent workflows, including agent-facing scheduling requests and processes Devise and document processes for intra-day actions, workforce team processes, and agent/manager-facing workflows Partner with Scheduling, Forecasting, and System Administration teams to ensure fluid lines of communication Effectively communicate with BPO partners to address performance and operational opportunities Do you have the right ingredients* Highly motivated, works effectively both independently and as part of a team Experience with Excel/Google Sheets Advanced critical thinking skills Data-driven communication skills, tailored to a varied audience Bread puns encouraged but not required Special Sauce(Nonessential Skills/Nice to Haves) Workforce Planning Software experience (ie NICE, Aspect, etc) Hands-on Real-Time Management experience, knowledge of associated Best-Practices Experience with forecasting/staffing models Salesforce, Intercom and/or Five9 experience Python R, BigQuery, Data Studio Looker Experience Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources Important Notes* This position will have to work some company holidays Shifts will follow Eastern Time (U.S.), so working hours will change with Daylight savings