WFM Real Time Analyst

  • Full Time
  • NY-New York City
  • Junior/Associate

Website JustworksHR Justworks

We help entrepreneurs and businesses grow with confidence

Who We Are
At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset – our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We’re united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Who You Are
We’re looking for a WFM Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our Customer Support Team. The ideal person will have a good understanding of how contact centers function including scheduling, call queues, and forecasting volumes by half-hour segments.You will work closely with the leadership team to identify and address call center trends as they occur, and strategically offer solutions.

You are focused on and committed to our culture and values. You treat others with care and empathy, and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a smart, motivated self-starter looking to learn and join a fast growing company with a top notch culture.

Our Support Team represents all of Justworks, we take ownership of our customer’s concerns, and we actively drive issues to resolution. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. We are the experts our customers rely on, and a crucial part of the overall Justworks service offering. In this role you will work closely with our Support Managers to communicate incoming volumes in queues, report on daily attendance & schedule adherence of Agents, and ensure optimum service levels are achieved to deliver consistent performance.

This role will work 11 AM – 8 PM EST

What You Will Work On
Real time monitoring of our Phone, Chat, and Email Support Channels
Optimization of schedules daily in response to shrinkage (Call outs, trainings & all offline activities)
Partner with our Support Managers to identify schedule gaps, out of adherence activities and allocation decisions to maximize our ability to support customers
Monitor and coordinate daily 1 on 1 and team meetings to ensure minimal impact to service levels
Communicate data in a clear and concise manner to the Leadership team and your team members
Adjust staffing and scheduling according to changing needs of the business
Solicit extra hours (Overtime) where applicable, to ensure staffing meets forecasted volumes
Provide daily, biweekly and monthly status of our support channel reports

How You Will Do Your Work
As a WFM Real Time Analyst, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your strategic capabilities, skills, and personal attributes are anchored in the following competencies:

Consultative – takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
Taking responsibility – being accountable, being committed, and accepting ownership for one’s decisions, actions, and behavior.
Adaptability – the ability to adjust your approach or actions in response to changes in your external environment.
Detail Oriented – exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
Analytical – uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.

Must be available to work in New York City (may offer remote)
Knowledge of Contact Center management best practices (service level mitigation strategies, etc)
A minimum of 2-3 years of previous Workforce Management experience is required. Prior experience in a support call center multi-channel environment or 24/7 support center environment is a plus.
Prior experience working with Workforce Management software, such as Playvox or other workforce management software.
Must be proficient and experienced at evaluating data sets to make forward thinking improvements to the performance of our Support Channels
Experience using customer support technologies such as Zendesk, Talkdesk, JIRA, and Confluence a plus
Capable of managing multiple, simultaneous projects
Experience presenting reports, forecasts, trends and recommendations to the team in a clear, concise, and actionable manner
Adaptability  and technical acumen to learn a variety of software programs
A high level of accuracy with regards to data entry with attention to detail
Strong analytical and problem solving skills, working experience with planning models including forecasting and staffing models
Excellent communication skills
Advanced knowledge of MS Word and Excel
Willingness to learn and adapt to working in a new environment
The ability to multitask and self-manage your work day

The base wage range for this position based in our New York City Office is targeted at $66,500.00 to $73,150.00 per year.

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location.  Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.

Please Note: We believe Justworks has a responsibility to support efforts to get as many people vaccinated as possible. We’re committed to safeguarding the well-being of our employees, their families and the broader community from the risks associated with COVID-19. Because this position requires onsite work, this position will require the successful candidate to show proof of vaccination against COVID-19.  As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated in accordance with its obligations pursuant to applicable federal, state, provincial, and local law.

Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status.

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