• Workforce Real-Time Analyst

    Job Locations US-UT-Salt Lake City
    # of Openings
    Customer Success
    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.


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