Workforce Management (Real Time Analyst)

Ubiquity Global Services - Omaha, NE3.7

Full-timeEstimated: $39,000 - $54,000 a year
Skills

Ubiquity Global Services is looking for an experienced Workforce Management (Real Time Analyst)!

The best customer experience starts with the best employee experience. We strongly believe in the idea of lifelong learning, and this belief underpins our approach towards employee development and coaching. All Ubiquity employees have a comprehensive development plan, with the goal of career advancement.

Job Description:

  • Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis. This would include maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
  • They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
  • The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
  • Provide necessary reporting including Service Level updates to appropriate distribution list
  • Document and track all system outages understanding the impact the outages has on the business

Requirements:

  • Contact Center experience at least 1 year
  • Proficiency in Excel
  • Analytical skills
  • Ability to multi task
  • Strong mathematical skills
  • Ability to maintain confidential information
  • Working knowledge of Avaya or other ACD systems

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, age, national origin, disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Job Type: Full-time

Job Type: Full-time

Experience:

  • Workforce Management: 1 year (Required)
  • strong Excel: 3 years (Required)
  • Contact Center: 1 year (Required)
  • Avaya or other ACD systems: 2 years (Required)

Work authorization:

  • United States (Required)