Full Time Job

Real Time Analyst - Fan Relations

Discovery

Knoxville, TN 07-09-2021
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  • Paid
  • Full Time
  • Entry (0-2 years) Experience
Job Description

The Company

Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. Our company is evolving as we expand from a traditional linear pay-TV business towards a convergent media and entertainment business that encompasses digital and mobile.

The Team

Fan Relations is a support function that exists to contribute to the stellar consumer experience whether the fans are engaging with our content on digital apps, websites, pay-TV, or other means. From new app launches to corporate and legal escalations, advertising inquiries, and our many other linear and digital offerings, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners.

The Role

Discovery is actively seeking a Workforce Real Time Analyst responsible for administering employee schedules, monitoring customer contact activity, and making both real-time and short-term adjustments to maximize staff efficiency while achieving service level expectations.

Responsibilities
• Provide real-time performance management for the contact center by addressing staffing gaps, rescheduling off-the-phone time to periods where excess staffing is forecasted, and escalating staffing deficiencies to leadership.
• Monitor customer contact volume across all contact channels.
• Maintain and administer statistical and schedule information in Workforce Management systems and applications.
• Assist in the production of Team Member schedules and tracking schedule adherence for Team Members.
• Assist in the processing of all new agents, as required.
• Provide production and ad-hoc reports as requested.
• Interface with Supervisors and Leadership in coordinating floor activities such as team meetings, training, schedule adherence, and schedule changes.
• Ensure Absenteeism is properly recorded in our WFM platform
• Other duties as assigned

Requirements
• Can work independently and initiate plans with limited direction.
• Effective organizational and analytical skills.
• Strong written and verbal communication skills.
• Proficient PC skills required: Excel, Email, Word, Google Suite
• Self-motivated and a professional attitude
• Excellent team-building, customer service, and interpersonal skills
• Must possess good decision-making skills, be very organized and detail-oriented
• Schedule flexibility – evenings and weekends required
• High School Diploma or General Education Degree (GED) required
• 1 year of Workforce Management experience in a customer contact center environment preferred, not required

Nearest Major Market: Knoxville

Jobcode: Reference SBJ-gx7voq-34-204-180-223-42 in your application.

Company Profile
Discovery

Discovery, Inc. is the global leader in real life entertainment. We serve passionate fans with content that inspires, informs, and entertains, providing leadership across deeply loved and trusted brands, such as Discovery Channel, TLC, Animal Planet, HGTV, Food Network, and Travel Channel.