Real-Time Operations Specialist

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

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.