Website NexRep
Human-Focused Contact Center Solutions
NexRep is seeking a detail-oriented and analytical Real-Time Analyst to join our remote team! In this role, you will be the eyes and ears of our contact center operations, ensuring smooth sailing and optimal performance. You’ll monitor agent activity, track key metrics, and address any real-time issues that arise. If you have a knack for problem-solving, thrive in a fast-paced environment, and are passionate about delivering exceptional customer experiences, this could be your perfect fit!
What You’ll Do:
- Be the Maestro: Orchestrate real-time contact flow and agent scheduling in a dynamic, multi-client environment.
- Keep Things on Track: Monitor agent adherence to schedules and contact handling targets, providing guidance and support to keep things running smoothly.
- Analyze and Optimize: Track key performance indicators (KPIs) like service levels, wait times, and abandon rates, responding to fluctuations and identifying areas for improvement.
- Collaborate and Communicate: Work closely with Operations and Workforce Management teams to provide critical data and insights for informed decision-making.
- Be a Problem Solver: Identify and address real-time challenges, ensuring efficient contact center operations and exceptional customer experiences.
What You’ll Need:
- Contact Center Experience: At least 2 years of experience in contact center workforce management or operations support.
- Tech Savvy: Strong knowledge of workforce management tools (Five9, Serenova, etc.) and intermediate Excel skills.
- Analytical Mindset: Keen attention to detail, strong analytical and problem-solving skills.
- Team Player: Excellent communication and collaboration skills, with a commitment to providing outstanding customer service.
- Flexibility: Ability to work a flexible schedule, including evenings and weekends.
Benefits:
- Work From Home: Enjoy the flexibility and comfort of a remote position.
- Make a Difference: Play a key role in ensuring excellent customer experiences.
- Grow Your Career: Join a dynamic and growing team with opportunities for advancement.
To Apply: https://recruiting.paylocity.com/Recruiting/Jobs/Details/2845864