Helpware is seeking a Real Time Analyst to ensure passing service levels for each Operations account through real-time queue management. You'll serve as the central communication point for all events impacting account performance.
What You'll Do
- Update and process data for real-time performance analysis.
- Obtain quantifiable performance figures to make critical recommendations for account performance issues.
- Manage and monitor the queue against the attainment of passing service levels.
- Observe the queue proactively and respond with action plans by communicating with Team Captains and Operations Management.
- Act as the central communication point for account performance, cascading vital information to key decision-makers.
- Escalate relevant performance information to Management and ensure proper documentation of major incidents.
- Keep abreast of new policies and procedures addressing account-specific day-to-day issues.
- Provide information on key challenges in attaining service levels and devise necessary responses.
What We're Looking For
- Proven experience in real-time workforce management or queue monitoring in a contact center environment.
- Strong analytical skills with the ability to interpret data to make immediate recommendations.
- Excellent communication and interpersonal skills for acting as a central information hub.
- Ability to work effectively under pressure and make critical decisions in a fast-paced environment.
Benefits & Compensation
- Competitive compensation
- Full remote work with the option to visit offices in Poland, Georgia, and Ukraine
- Medical insurance after the trial period
- Corporate training
Work Mode
This is a fully remote, global position.
Helpware is an equal opportunity employer.
