Global Command Center, Real-Time Analyst

Job Description

SUMMARY

Are you looking for a position that provides a front-row seat to the 'Behind the Scenes' management and support of our Viewer Experience Center? If yes, we want to hear from you! We are seeking a confident, ambitious, and curious candidate that wants to be part of a solution-based team! A person who would like to establish their brand, help create memorable relationships and partnerships. In this role, you will have an opportunity to influence our ongoing strategies, partner to improve our guidelines and develop new concepts that support our core values.

The Global Command Center supports Disney+, Hulu, and ESPN+ services 24x7x365, across multiple channels in numerous locations - domestic and international. As an intermediate/experienced-level individual contributor with the Workforce Optimization Team in San Antonio, Texas, this analyst applies Workforce Theory and Best Practices to govern call center operations, metrics, scheduling, and staffing.

WHAT YOU'LL DO
• Monitor daily and intraday volume, average handle time and other critical staffing metrics as measured against forecast, identify variances, understand and communicate drivers, create a pre-determined action plan to keep performance in line with goals
• Conduct root cause, deep-dive analysis, implements actions based on the observed and quantified trends to drive efficiency and stabilize performance
• Collaborate to make staffing decisions that support operational objectives, handles the communication and coordination with workforce leadership
• Reflection on the prior day results in driving the current day, indicating drivers of those results and appropriate recommendations to ensure the proper course of action
• Adapts to rapidly changing environments with proactive adjustments of plans to sustain critical metrics during periods of flux
• Examine intraday agent adherence and efficiency, communicate noncompliance to team managers and BPO workforce teams
• Responsible for attendance management and communication, including planned and unplanned time-off
• Observe and respond to multiple Slack Channels, provide outstanding support to inquiries around strategies and guidelines
• Identifying and raise system issues/outages, partner for Telephony, Social and Help Center messaging, track and report intraday performance impact via alerts or post-mortems
• Identify and present analytical trend feedback to Forecasting or opportunities to streamline Schedule Planning processes
• Design strategy, guidelines, procedures, reporting, and training programs to support workforce and operation's needs - review, and complete quarterly audits
• Assist in interviewing and hiring workforce personnel. Design a new-hire curriculum. Facilitate training, for interns, new hires, and management
• Build and cultivate working relationships with cross-functional teams including partner management, training, operations, human resources, technology, and others

WHAT TO BRING
• Preferred +3 years working in Call Center/Contact Center Operations, Workforce Optimization/Management
• Capacity to work and interact with people at various levels of a professional organization from associates to senior leadership, success in working cross-functionally and independently across numerous teams with various functional partners
• Interpersonal and presentation skills – oral, written, listening and social, including articulation
• Collaboration skills, malleable to work autonomously and in a group, ability to excel in a dynamic environment and with ambiguity, possess excellent follow-up skills
• Analytical and organizational skills, ability to work independently with minimal mentorship or supervision
• Proficiency with time management and prioritization of tasks to meet deadlines in a fast-paced environment with quality, attention to detail, consistent delivery of data integrity that is clean and compliant
• Technical skills, including highly proficient in Microsoft Office Products – Excel, Word, Access, PowerPoint
• Adaptable to an ever-changing and consistently fast-paced environment, flexible with schedule to accommodate business needs, maintain reliable attendance to include being on time

NICE-TO-HAVES
• Capacity to design and develop advanced reporting and data analytics tools with shown success in identifying patterns and devising solutions to address trends actively
• Quantitative analytics, ability to complex situations through creative thinking and innovation
• Capacity to create Microsoft Excel pivot tables/reports, VLOOKUP, charts, and graphs
• Experience with Salesforce, Five9 Telephony, Calabrio, Aspect, Verint, IEX
*LI-ER1

Jobcode: Reference SBJ-r1x5vd-18-118-0-240-42 in your application.