Command Center Analyst

Summary

Join our team at GoDaddy as a highly collaborative Command Center Analyst I, responsible for monitoring contact center queues, customer wait times, and operational trends, with a focus on the US and Latin America.

Requirements

• 3+ years of experience in a contact center environment, including having general familiarity with schedule management processes and KPIs such as adherence
• Basic proficiency with Microsoft Office applications

Responsibilities

• Monitor contact center queues, customer wait times, service level performance, and operational trends, with a focus on the US and Latin America
• Monitor intra-day staffing levels and identify where guides may not be logged in where expected
• Identify actions to balance wait times and provide assistance to departments or channels that are struggling intraday
• Manage major system outages and emergencies following predefined playbooks and approved actions, including putting up customer-facing messaging and communicating impacts to leaders
• Monitor guide idle time and department call containment, identifying trends that are not in line with department goals
• Manage guide skill assignments for voice and messaging, maintain guide skill profiles and conduct daily audits
• Complete process and performance audits looking for inaccurate exception entry, routing issues (such as 100% abandoning skills), and inaccurate PTO usage
• Management of guide hierarchy and management unit assignments
• Effectively process tickets w/in SLA guidelines

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Participation in our employee stock purchase plan
• Competitive health benefits
• Parental leave