real time AnalystPartnerHero

About the Role
A Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.
The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.
You'll Be...
Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources;
Monitoring and maintaining agent adherence through the use of available systems.
Working closely with the operations and leadership teams to identify individual cases that might impact team performance;
Tracking absenteeism as reported to the workforce team;
Coordinating off-phone agent activity scheduling, such as team meetings and training events
Proactively providing ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically;
Generating ideas for process and service improvement planning;
Participating in and contributing to performance improvement activities;
Completing daily, biweekly and monthly internal reports;
Sensing trends in real-time to give clarity to PartnerHero and SweetGreen teams, and identifying opportunities for process and structure improvements;
Assisting with projects and other duties as requested or assigned;
Assisting in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates;
Reviewing and adhering to all Company policies and procedures and the Employee Handbook;
What You Bring To The Table
2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment.
Solid knowledge of Google Sheets, Microsoft Excel, and/or Workforce planning tools.
Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
Organized, super analytical, and detail oriented
Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
High-degree of comfort with data - obtaining, analyzing, and reporting
Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data studio, Power BI and Plotly
Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
Knowledge and experience working on SaAS platforms is good to have but not required
A leader that can build a strategic vision and generate buy-in through influential storytelling
Experienced in selecting, implementing and optimizing customer experience and workforce management technology
Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
An optimistic, high-energy problem solver who pursues sustainable long-term solutions
Self-motivated - you don't look for direction, you make it happen
What We Provide
Location: Metro Manila (WFH until further notice)
Full time with the potential for overtime if requested by Partner
Competitive compensation based on experience
Attractive benefits package including medical, dental and vision options
Access to free posture-based fitness workouts from home
Training opportunities provided by PartnerHero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross functional development
Why PartnerHero?
PartnerHero is a mission driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business-from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs.
How We're Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.
Read more about our Core Values and story .
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PartnerHero

Philippines
Permanent
Full-time