Real Time Analyst - Workforce Management
Heredia, CR
hace 3 horas

What We Need

We are looking for a dynamic and self-motivated workforce analyst to join our outstanding Workforce Management team. The Real Time Analyst plays an integral role in assisting Contact Center Operations in achieving service level objectives. This position is responsible for daily reporting, staffing & scheduling, and monitoring of real time performance to include reviewing team member schedule adherence, intraday management of resources, monitoring channel performance and productivity. This position will leverage data analysis results to promote a culture of accountability and report of success metrics.

Your Area of Focus

  • Continuously monitor agent performance using systems such as Interaction Desktop, IC Business Manager, Interaction Optimizer and related contact center tools
  • Maintains and modifies associate schedules once released based on unplanned events or activities
  • Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings, 1:1 sessions, etc.
  • Collects daily unplanned exceptions (call outs, late arrivals) and update the workforce management system, Interaction Optimizer
  • Perform agent skill set administration to ensure appropriate staffing levels and workload balance
  • Maintain daily event log of any systemic and or operational issues impacting performance
  • Create and Maintain Microsoft Excel based spreadsheets used for tracking performance and identifying trends for the Customer Retention and related departments
  • Monitors and tracks industry trends and state regulations to ensure regulatory requirements are adhered to and prevent litigation against the organization
  • Monitor the call center for the execution of leadership expectations, strategies, and production campaigns
  • Monitor, analyze and evaluate systems and processes to ensure proper operation
  • Identify opportunities for improving results or systems themselves, and present recommendations to management


Your Qualifications

  • Experience with Workforce Management systems and procedures preferred
  • One to three years of Real-Time Analyst experience in an inbound/outbound environment
  • Experience with call center analytics or consumer lending analytics
  • Experience working directly with project teams
  • Experience with Interaction Intelligence (ININ)/I3 platform preferred
  • Bachelor’s degree or equivalent work experience preferred
  • Must also be able to work well in a team environment to accomplish common goals
  • A strong attention to detail and the ability to remain highly organized and focused
  • Possess excellent analytic, verbal, and written communication skills
  • Possess the ability to interact confidently with Sr. Management
  • Excellent organizational skills; ability to execute multiple objectives concurrently
  • Proficient in MS Excel, and experience with other Microsoft Office Suite products, such as Power Point, Word, and SharePoint
  • Highly motivated, creative, self-sufficient and able to operate effectively without close supervision


Your Characteristics

  • Be Passionately Driven: We take pride in our work, inspire others to excel, and are always curious to learn more. We hold ourselves to the highest standards of quality and integrity. We work with urgency because we love what we do.
  • Dedicated to Customer Success: Helping our customers succeed is our number one goal and inspires every action we take. We want our customers’ practices, and their patients, to thrive. We are empathetic, solution-oriented, and aligned with their needs.
  • Together We’re Better: We are honest, approachable, and collaborative. We believe great teams with members that are willing to do what it takes to get the job done can accomplish more. We put the team first and win together.
  • Constant Innovation: We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry. We are creative problem solvers. And we apply the same innovative thinking to our business and healthcare as a whole. We believe in making things better.


Kareo is an equal opportunity employer.  All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

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