Real Time Analyst

Moxie Pest Control; Irving (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

In Office and Hybrid Work Environment

Monthly Company Events

401K Plan

Paid Time Off

Comprehensive medical coverage

Job summary

Moxie Pest Control is seeking a Real-Time Analyst to monitor real-time operations in our Texas contact center. You will manage intraday staffing, use workforce management tools, and collaborate with department managers to adjust schedules and resources to meet service levels.

You will analyze data to detect trends, generate real-time performance metrics, and provide recommendations to improve occupancy and adherence.

Qualifications

• Strong communication skills, both written and verbal.
• Analytical mindset with a solid numeric sense.
• Ability to collaborate with contact center management and stakeholders on WFM issues.
• Experience working with multiple software platforms; familiarity with NICE CX One WFM tools.
• Proficiency in Excel or Google Sheets for data analysis and reporting.

Responsibilities

• Monitor real-time activities and intraday schedule adherence.
• Adjust staffing and channel allocation to meet service levels.
• Generate real-time reports and collaborate with center stakeholders.

Skills

Strong communication

Analytical thinking

Collaboration with stakeholders

NICE CX One WFM

Excel / Google Sheets

Real-Time scheduling leadership

Tools

NICE CX One WFM tools

Job description

Play Your Part In Our Team Succeeding!

A Real-Time Analyst plays a critical role in ensuring the efficient and optimal operation of a company's contact center or service delivery operations. They are responsible for monitoring real-time activities, managing workforce schedules, and making on-the-fly adjustments to meet service level and operational goals. The Real-Time Analyst collaborates with various teams and stakeholders to optimize resource allocation and enhance overall productivity. This person will be proactive in their approach by analyzing data to anticipate issues while making informed decisions that impact our customers and operation.

• KPI, Metric, Chat/SMS, Email Queues, Agent availability, Service Levels
• Schedule Adherence - Maintain Operational Efficiencies, Identify Trends and propose solutions, Deviations from established benchmarks, Service Levels, Real-Time adjustments to schedules
• Adjust staffing levels, Channel allocation to optimize resource utilization, Task Assignments, Meet service level targets, Communicate with staff to organize shift changes when needed
• Collaborate with with various departments to maintain alignment with real-time needs, Communicate with Department Managers, Team Leads and Supervisors to coordinate staffing adjustments or recommendations
• As needed, generate reports and document real-time data and performance metrics in collaboration with all center stakeholders
• Technical Proficiency / Software Utilization - Utilize Workforce Management software, Intraday Management Tools to aid in real-time decision making and proactive solutions
• Urgent Real-Time responses to business interruptions, Crisis Communication strategies, Remote work and Redundancy, Emergency Response, Risk Management Planning, Equipment failure
• Work Schedule compliance, Alerts and Notification, Impact on Service Levels, Resource Optimization, Data Analysis
• Must be detailed oriented, and specific in presenting data to management and the frequency this information is provided.
• Using Data and Analytics to identify trends and patterns that can help optimize adherence and intraday adjustments while providing Queue reports to management for lessons learned
• Call Routing, Multichannel Queue management, Priority Queues, Managing Service Levels, Queue Overflow management, IVR and Routing Understanding, Agents Skills knowledge, Predictive Forecasting
• Attendance Policy enforcement, Participate in shaping policy, Feedback and Improvement, Ethical Approach
• Utilize Workforce Management Software to track and address expert activity, Create Dashboards for Metrics, Monitor Expert Log in / Log out time, Monitor Breaks & Lunches, Occupancy, Alerts & Notifications threshold setting, Real-Time Adjustments, Communication with Experts, Historical Data Comparison, Reporting & Analysis

Play Your Part In Our Team Succeeding!

A Real-Time Analyst plays a critical role in ensuring the efficient and optimal operation of a company's contact center or service delivery operations. They are responsible for monitoring real-time activities, managing workforce schedules, and making on-the-fly adjustments to meet service level and operational goals. The Real-Time Analyst collaborates with various teams and stakeholders to optimize resource allocation and enhance overall productivity. This person will be proactive in their approach by analyzing data to anticipate issues while making informed decisions that impact our customers and operation.

Roles & Responsibilities

• KPI, Metric, Chat/SMS, Email Queues, Agent availability, Service Levels
• Schedule Adherence - Maintain Operational Efficiencies, Identify Trends and propose solutions, Deviations from established benchmarks, Service Levels, Real-Time adjustments to schedules
• Adjust staffing levels, Channel allocation to optimize resource utilization, Task Assignments, Meet service level targets, Communicate with staff to organize shift changes when needed
• Collaborate with with various departments to maintain alignment with real-time needs, Communicate with Department Managers, Team Leads and Supervisors to coordinate staffing adjustments or recommendations
• As needed, generate reports and document real-time data and performance metrics in collaboration with all center stakeholders
• Technical Proficiency / Software Utilization - Utilize Workforce Management software, Intraday Management Tools to aid in real-time decision making and proactive solutions
• Urgent Real-Time responses to business interruptions, Crisis Communication strategies, Remote work and Redundancy, Emergency Response, Risk Management Planning, Equipment failure
• Work Schedule compliance, Alerts and Notification, Impact on Service Levels, Resource Optimization, Data Analysis
• Must be detailed oriented, and specific in presenting data to management and the frequency this information is provided.
• Using Data and Analytics to identify trends and patterns that can help optimize adherence and intraday adjustments while providing Queue reports to management for lessons learned
• Call Routing, Multichannel Queue management, Priority Queues, Managing Service Levels, Queue Overflow management, IVR and Routing Understanding, Agents Skills knowledge, Predictive Forecasting
• Attendance Policy enforcement, Participate in shaping policy, Feedback and Improvement, Ethical Approach
• Utilize Workforce Management Software to track and address expert activity, Create Dashboards for Metrics, Monitor Expert Log in / Log out time, Monitor Breaks & Lunches, Occupancy, Alerts & Notifications threshold setting, Real-Time Adjustments, Communication with Experts, Historical Data Comparison, Reporting & Analysis

Qualifications

• (1) Year of Workforce Management (preferred, not required)
• Strong communication (Written and Verbal)
• Analytical skills with a ‘Number Sense’
• Ability to collaborate with contact center management and other stakeholders to examine and work through WFM related issues
• Ability to work within multiple software platforms / familiarity with NICE CX One WFM tools
• Can develop and maintain effective working relationships with co-workers and management
• Excel / Google Sheets proficient
• Be a vocal presence for management in directing day to day Real-Time scheduling activity

About Us

Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community.

We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character.

We’re more than just a pest control company!

What We Live By

Do The Right Thing

We believe in striving to do the right thing because we genuinely care about our customers

Be Nice

We think kindness is contagious, and we believe small gestures can have a big impact.

Be The Solution

It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”

Keep Improving

Because we care about helping our customers, we take our job knowledge seriously.

Company Perks

At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include:

• 2021, 2022 & 2023: Great Places To Work and Top Places to Work
• Awards & Recognition
• In Office and Hybrid Work Environment
• Monthly Company Events
• Quarterly Service Projects
• Comprehensive medical coverage that covers many common services at no cost or for a low copay
• Additional options for dental and vision benefits, life and disability coverage and more
• 401K Plan
• Long- and Short-term Disability Coverage (Voluntary)
• Paid Time Off

AAP / EEO Statement

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.