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Job Summary

At Ring, we’re looking to hire an RTA (Real-Time Analyst) to be part of the Ring Community Support Workforce Management team. The RTA will be responsible for monitoring service levels across the enterprise.

Responsibilities:

• Segment entry for all lines of business, including time-off requests from operations, processing tickets, and coding events from the attendance line
• Intraday real-time monitoring of service levels for all queues at all sites
• Real-time monitoring of agents’ performance from all teams at all sites
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have real-time communication with the WFM team and operations when call-outs or changes need to be done
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage
• Review and process VTO/NPT/OT requests in real-time
• Provide assistance to the WFM team as needed

• Monitoring agent activity and providing feedback to Operation leaders in real-time
• Providing data-based information in support of recommendations
• Partnering with the WFM team and other stakeholders to seek out opportunities for improvement
• Consistently deliver accurate and timely information

The Ring WFM team works together in support of all forecasting, scheduling, planning, and real-time activities for the entire organization, which is comprised of a dozen contact centers around the world and ~3000 agents. Our goal is to consistently provide accurate, timely feedback and recommendations to Operations which they can use to run their business. Since we support agents around the world, our team also supports 24/7 so that we can be available for our non-US-based teams, as well as those in the US.

BASIC QUALIFICATIONS

• 1+ years of experience in a contact center environment
• 1+ years of previous experience in a Workforce Management role as an RTA or Analyst
• Proven experience with Aspect or other WFM platform
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Flexible schedule, including weekends as needed.

PREFERRED QUALIFICATIONS

• Advanced skills using Microsoft Excel in a business environment
• Ability to prioritize and meet tight deadlines
• Analytical with attention to detail
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates a high degree of ability to analyze data, using the data to drive decision-making and implement effective resolutions
• Proven ability to build relationships quickly