Workforce Management: Real-Time Analyst
- Portland, OR
Monitor Cash App operations and performance indicators in real-time at an interval level: inbound contact volumes, average handle times, queue staffing, and contact center agent availability and adherence.
Monitor intraday forecast vs. actuals, adjust queuing, staffing, and schedules throughout the day, as required.
Provide post-day summary and analysis on prior days to determine key drivers and impacts, as well as actions to mitigate future risk.
Provide incident and outage response support, and immediately escalate any potential issues leading to variance from forecast.
Provide communication to and from Operations and other support departments for escalation of service-impacting issues.
Identify areas of opportunity and concern to the broader operations and leadership team, implementing process improvement and targeted programs to address problem areas immediately.
Strategic planning, problem-solving, analytical skills and the ability to balance multiple tasks simultaneously. Excellent interpersonal skills and integrity with strong customer service skills.
Strong intellectual curiosity, and the ability to work both independently and as a team to provide solutions to complex problems
Tools: Experience and interest in using GSuite products (Docs, Sheets, Calendar, Gmail), Slack, MS Office (specifically Excel), and WFM software (e.g. Teleopti, Avaya, NICE, Aspect)
2+ years experience utilizing Workforce Management products (Teleopti, Avaya, NICE, Aspect) and working in a Workforce Analyst role. Experience managing real-time operations and making adjustments in real time. Experience in contact center environment with knowledge of common contact center statistics and technology.
4-year college degree with a major in an analytical or technical field or equivalent combination of education and experience
Working knowledge or desire to learn SQL, Tableau, Hyperion or other BI and modeling tools.