Workforce Management Real-time Analyst (Part-Time)

Freddie Mac; United States; Remote; USD 30,000 - 50,000; Part time

Job summary

Whisker, an innovative leader in pet tech, seeks a Part-Time Workforce Management Real-Time Analyst. This role involves monitoring performance metrics, managing staffing needs, and optimizing scheduling in a fast-paced environment. Ideal for detail-oriented individuals with excellent communication skills and a background in call centers.

Benefits

Flexible scheduling

Work from home options

Pet-friendly workplace

Qualifications

• 1-2+ years of experience in a call center environment.
• Ability to multitask and prioritize.
• Comfortable working in a fast-paced environment.

Responsibilities

• Monitor agent performance and call center metrics.
• Identify staffing issues and make real-time adjustments.
• Create and distribute performance reports.

Skills

Analytical mindset

Communication skills

Problem-solving

Decision-making

Attention to detail

Education

BA in business or human resources

Tools

Workforce management software

Google Suite

Job description

Job Type

Part-time

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it's a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 700+ passionate team members.

Summary:

We are hiring a Part-Time Workforce Management Real-Time Analyst. This person will monitor and manage workforce performance in real-time to ensure service level objectives are met. The ideal candidate will have a strong analytical mindset, exceptional communication skills, and a proactive approach to optimizing scheduling, staffing, and productivity in a fast-paced environment

The schedule for this role will be: Saturday - Monday, 9 AM - 5:30 PM EST

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Continuously monitors agent performance and call center metrics (e.g., service levels, average handle time, occupancy, and queue activity)
• Identifies potential staffing issues, such as overstaffing or understaffing, and takes corrective actions in real-time
• Makes intraday schedule changes, such as breaks, lunches, or shift adjustments, to meet forecasted demand
• Reallocates resources or adjusts priorities based on call volume trends and unexpected surges
• Serves as the primary point of contact for real-time escalations and staffing needs
• Collaborates with team leaders, supervisors, and workforce planning teams to address immediate challenges
• Communicates any outages, technical issues, or staffing shortages to relevant stakeholders promptly
• Creates and distributes intraday performance reports to stakeholders
• Identifies patterns and makes recommendations for improving efficiency, reducing costs, and enhancing customer satisfaction
• Utilizes workforce management software to analyze real-time performance data
• Ensures data accuracy in workforce systems and recommends enhancements to tools or processes as needed
• Will perform additional responsibilities when required

What You'll Bring:

• BA in business, human resources, or related field and / or equivalent years of experience
• 1-2+ years experience in call center environment
• Detail-oriented with the ability to multitask and prioritize competing demands
• Excellent problem-solving and decision-making abilities in a high-pressure fast pace environment.
• Strong communication skills, with the ability to effectively convey complex data and solutions to stakeholders.
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• A high degree of initiative, self-motivation, and ability to motivate others
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues
• Comfortable with office pets (cats, dogs)

Not Required But Nice to Have:

• Knowledge of google suite

Statement of Inclusivity:
We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.
#remote1