Job Location: Phoenix, AZ
Who We Are:
You’ll join our fun-loving global community of more than 110,000 passionate people who work across 200 locations in over 55 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
Job description
We are looking for an experienced Business Intelligence Analyst who is able to turn project requirements into custom-formatted data reports. The ideal candidate for this position will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective incoming and outbound phone, chat, and email volume management. We also need someone who can analyze business procedures and recommend specific data types that can be used to improve them.
In this role you will be responsible for identifying and managing the communication of real-time volume drivers and system outages that impact performance. Schedules sales rep shifts and communicate shifts to appropriate team members. Develop and create reports that help in the analysis of support/trials business metrics and trends to improve KPIs. Provide other tasks/duties as assigned by management depending on service needs.
What you’ll do:
- Intraday real-time monitoring of service levels for all queues and teams Real-time monitoring of agents’ performance from all teams.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and metric efficiency goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM tea
- Have a real-time communication with the operations when call-outs or changes need to be done
- Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Use trends and reports to forecast requirements and identify gaps in delivery processes
- Assist with projects and other duties as requested or assigned
- Strong Analytical skills and reporting
- Create and update stakeholder reporting and competency data on a daily, weekly, monthly and quarterly basis
- Performing Root cause analysis (RCA) to identify the appropriate action to reduce/eliminate the defects in case of variance in performance metrics
- Create Agent Productivity report using pre-defined metrics to compare individual and team performance
- Preparation and validation of job aids for existing and new reports
What you’ll need:
- High School diploma or GED; Bachelor’s degree is a plus
- Must have advanced level Microsoft Excel/Google Sheets skills – including advanced formulas
- 1+ years of experience in a BPO/contact center
- 1+ years previous experience in a Workforce Management role as an RTA or Analyst
- Proven experience with any WFM platform
- Experience with Salesforce is a plus
- Ability to collaborate effectively and work as part of a team
- Strong attention to details
- Should be able to work with senior management and provide insights
- Excellent organizational and time-management skills
Each Webhelper brings a different energy, passion, and a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. #wearewebhelp
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
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