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Real Time Analyst – Wfm
| Company | Vivid Seats |
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| Location | Coppell, TX, USA |
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| Salary | $44000 – $52000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 3+ years of experience in a centralized call center environment with demonstrated exposure to real-time service level management.
- Experience with WFM system preferred.
- Passion for building strong relationships across operations with a focus on service for our customers.
- Ability to work under pressure, meet deadlines and be accountable for performance.
- Analytical mindset. You will use facts and data to drive decisions, especially when things are busy.
- Ability to multi-task, be detail oriented and demonstrate strong organizational skills.
- Experience adapting how you communicate. You convey thoughts and concepts effectively, accurately, and concisely.
- Proactive approach to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.
- Ability to work independently, establish priorities and demonstrate good judgment skills.
- Passion for learning: the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance.
Responsibilities
- Monitor and manage Intraday activity: Real-Time Adherence (RTA), queue activity and agent utilization to achieve interval service level goals across various teams.
- Act as point of contact for assessing and responding to escalated issues (tech issues, outages) within established turnaround times.
- Responsible for coordinating key activities to ensure minimal downtime.
- Administer volume contingency action plans as deemed necessary and appropriate for same day events, including but not limited to adjustments to routing profiles and VTO/OT/make up hour recruitment.
- Complete same day exception request, break and lunch schedule optimization, and respond to ad-hoc requests within appropriate turnaround times.
- Deliver intraday and ad-hoc reporting related to the performance of each site including but not limited to shrinkage, occupancy and outstate usage.
Preferred Qualifications
- Experience with WFM system preferred.
