• Workforce Real-Time Analyst

    Job Locations US-UT-Salt Lake City
    # of Openings
    1
    Category
    Customer Success
    Type
    Regular Full-Time
  • Summary

    PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Minneapolis, Charleston, Las Vegas and Ada, MI. As a Workforce Real-Time Analyst you will conduct real-time monitoring of the call center operations, Workforce Management functions as they relate to real time schedule adherence, queue management, scheduling and staffing as well as any/all off phone activity (including vacation planning, special projects, etc.) This position will function as part of the Customer Service organization.

    About You

    As a Workforce Real-time Analyst position, you will monitor Brand Specialist adherence to schedule and alert floor leadership as needed.  You will update agent’s skills based on a real-time basis to meet departmental service standards.  

     

    In addition, you will:

    • Monitor call routing across inbound (and outbound) queues.
    • Monitor Case aging SLA’s and engage operations team’s as needed
    • Monitor email, chat and voice Service Levels in both inbound and outbound queues.
    • Re-forecast current day FTE requirements based on handle time, call volumes and agent availability across all three channels.
    • Identify pockets of opportunity throughout the day for training, meetings and other off the phone activity.
    • Update WFM with approved exceptions, vacations and overtime.
    • Follow process of documenting and reporting Call Center floor issues to IT, Telecom, CD/Ops Desk, via Incident Log, Daily Report and real time work tickets as needed.
    • Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics
    • Other duties as assigned

     

    As the Workforce Real-time Analyst, you will bring a strong Workforce Management technical aptitude, a strong analytical and excellent problem-solving skills.

     

    Additionally, you will have:

    • Must be able to work in team environment
    • Must have working knowledge of Microsoft Excel
    • Excellent verbal and written communication skills
    • Knowledge of Customer Service Center processes, policies and procedures
    • Knowledge of call volume analysis a plus
    • Advanced analytical, critical thinking and problem solving skills

    What We Offer

    • Great compensation package, including a full suite of benefits.
    • The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals.
    • Fast-paced environment with big goals and the opportunity make a big impact.

     

    Top five reasons to come to PlanSource

    #5: The size is right. Join an established tech company that’s growing fast but is still small enough for you to have a big impact.

    #4: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and within the company.

    #3: The benefits industry is on fire. Ongoing regulatory changes create an urgent and pervasive need in the marketplace for technology.

    #2: PlanSource has the right product. Show off our sophisticated cloud-based technology that has a mobile-friendly UI and meets the needs of even the most complex benefit programs.

    #1: PlanSource is the right company. Join an up-and-coming high-growth technology company that is well funded and values its employees and their families.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed