Work Force Management Real Time Analyst

Job Locations US-FL-Doral
ID
2020-1238
Category
Customer Service/Support
Type
Full-Time

Company Overview

 
 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
 
Some of the employee benefits we offer in ALCORA are:
 
*Medical, vision, and dental coverage for employees
*Paid time Off                           
*Paid holidays
*Matching 401k                
*Free Gym access

Job Summary

The Real Time Analyst is responsible for managing and ensuring that the service level agreements are met daily by Managing Real time scheduling, Skilling and monitoring of agent behavior.

Responsibilities

 

  • Manage the call volume, daily attendance and program schedules
  • Assist with creation if metrics and targets for services
  • Work closely with the operations team to analyze and help improve their delivery processes
  • Generate ideas for process and service improvement planning
  • Use trends and reports to forecast real time requirements.
  • Assist with projects and other duties as requested or assigned

Qualifications

 

  • 2+ years working in Call Centers
  • 1+ years working in Work Force Management (WFM)
  • Basic Microsoft Excel skills
  • Experience with IEX,Teleopti and InContact Preferred
  • Attention to detail and high level of accuracy
  • Ability to multi-task, focus on multiple dashboards and different reports for extended periods of time
  • Ability and willingness to work‚ as necessary‚ after hours and weekends
  • Ability to communicate effectively, both verbal and in writing