Real-Time Analyst

Summary

Join ModSquad's Real Time Operations (RTO) team as a Real Time Analyst (RTA)! You'll ensure optimal staffing levels to meet customer contact demands, manage queues, and maintain service level agreements. Responsibilities include real-time adherence monitoring, proactive/reactive event reporting, Workday database maintenance, and tool access management. The role requires strong analytical skills, proficiency in Microsoft Excel, and excellent communication. You'll work on multiple projects simultaneously, troubleshoot various tools, and collaborate effectively with team members. The hourly rate will be discussed during the interview.

Requirements

• Possess ability to handle phone calls and tickets with solid technical skills
• Possess ability to multitask in multiple browsers and browser tabs, while handling customer communications
• Possess ability to work on multiple projects simultaneously
• Possess experience with troubleshooting for web, Zendesk and other MSQ tools
• Possess a professional demeanor
• Possess ability to empathize and apologize when necessary
• Possess basic WFM/RTA knowledge
• Possess strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvement
• Possess attention to detail
• Possess ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player
• Possess ability to innovate and deploy data driven business solutions
• Possess reliability in following through with commitments and responsibilities
• Possess ability to manage and navigate a constantly changing environment
• Possess proficiency in Microsoft Excel
• Possess great communication skills

Responsibilities

• Ensure real time adherence and queue management for business operations to ensure the correct staffing to answer a forecasted volume of incoming customer contacts at the desired service level agreements
• Report proactive and reactive events that impact SLA
• Maintain the accuracy of the Workday database
• Manage tool access for the site
• Handle phone calls and tickets with solid technical skills
• Multitask in multiple browsers and browser tabs, while handling customer communications
• Work on multiple projects simultaneously
• Troubleshoot for web, Zendesk and other MSQ tools
• Develop trust and professional rapport with employees and team members; work as a team player
• Innovate and deploy data driven business solutions
• Follow through with commitments and responsibilities
• Manage and navigate a constantly changing environment