Real-Time Workforce Management Expert

hace 2 semanas

Guadalajara, Jalisco, México Insulet Corporation A tiempo completo

About Insulet Corporation

Insulet Corporation is a leading manufacturer of insulin pump systems. Our mission is to enable people with diabetes to live healthier, more active lives.

Job Overview

We are seeking an experienced Real-Time Analyst to join our Commercial Operations team. As a Real-Time Analyst, you will play a critical role in ensuring that our customer service levels meet the highest standards.

Responsibilities:

  • Monitor workloads across all customer interaction channels to ensure service level and KPI expectations are met.
  • Implement schedule adjustments and communicate real-time staff reallocation based on shifting workload patterns and coverage gaps.
  • Coordinate and approve real-time agent schedule exceptions with business partners at the department enterprise-level.
  • Communicate actionable feedback to business partners associated with agent-level productivity, schedule adherence, or call avoidance concerns.
  • Identify and report staff absenteeism and associated impacts.
  • Communicate intraday KPI dashboard to key stakeholders.
  • Build and maintain strong relationships with WFM partners to ensure shared objectives are consistently met.
  • Partner with the Learning & Development team to ensure all agent-level training requirements are completed as scheduled.

Requirements:

  • Associates/Bachelor's degree or equivalent combination of education and experience.
  • 2+ years of related experience working within a call center environment.
  • Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders across the organization.
  • Demonstrates both decision-making and complex problem-solving capabilities to act decisively, promptly, and confidently.
  • Ability to maintain confidentiality and adhere to all privacy/security policies.

Preferred Skills:

Contact Center & WFM platform tool experience (exposure to Amazon Connect & Calabrio a plus). Proven ability to prioritize, multitask, and successfully manage multiple initiatives within a fast-paced work environment with competing demands. Confident & self-aware team player open to providing/receiving feedback to/from peers and colleagues. Perceptive & critical thinker with the ability to solve challenges creatively while maintaining composure in critical situations. Outstanding attention to detail. Excellent communication skills are critical.

Salary: $65,000 - $85,000 per year, depending on experience.

Location: [Insert Location]

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