‍

Internal Employees must complete and submit an Employee Eligibility/Transfer form when applying to a new position. 

Complete the steps below.

Click on the link to access the VXI One Page: https://vxione.vxiusa.com/us/Home

Select the Talent Acquisition tab. 

Your current manager will need to complete and sign this document for you to be considered for the position: 

Posting Close Date: 12/14

Workforce Real Time Analyst- RTA

Overview

The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

Primary Responsibilities

• Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.

• Verify communication of all information relevant to staffing

• Update employee and team data maintained in the workforce management software

• Assist Operations with any schedule or staffing information requirement.

• Monitor ½ hourly call volumes, AHT, and staffing requirements.

• Alert Operations management on threshold violation

• Monitor, track, and report agent schedule adherence and employee occurrences

• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production

• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

Qualifications

• 1 to 2 years work experience in a contact center environment preferred

• High School Diploma/GED

• Availability to work a flexible schedule which  includes all hours of call center operation 7 Days a week, available between 6 am and Midnight once fully operational.

• 90 + Days in Production as an Account Associate and in GOOD STANDING (no active PIPs)

• 90% or more scheduled hours worked or better 

• Positive reliability and dependability record (positive attendance and tardiness record) 

• Ability to interface in positive and professional manner with all levels 

• Strong communication skills – verbal and written 

• Strong ability to analyze data and determine action items to improve results 

Knowledge, Skills, and Abilities

• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)

• Broad knowledge of contact center and customer service operations

• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.

• Integrity, Customer focus, Innovative

• Displays teamwork and leadership skills

• Good communication and interaction skills

• Strong problem-solving skills

• Adaptable to change and able to work under pressure

• Good time management skills and able to multi-task

• Flexible with schedule to accommodate working in a 24x7 environment and international time zone. 

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Job Type: Full-time