Who You Are
Our Customer Support Team represents all of Justworks, we take ownership of our customer’s concerns, and we actively drive issues to resolution. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. We are the experts our customers rely on, and a crucial part of the overall Justworks service offering.
We’re looking for a Real Time Analyst (RTA) to monitor and adjust staffing and workload distribution in real time to ensure our operations remain efficient and responsive. You'll collaborate with the scheduling and operations teams as well as Customer Support managers and team leads to address fluctuations in demand and ensure that our service level agreements (SLAs) are met.
You are focused on and committed to our culture and values. You treat others with care and empathy, and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a motivated self-starter looking to learn and join a fast growing company with a top notch culture. You have a strong sense of urgency, exceptional attention to detail, and an analytical mindset that allows you to quickly assess situations and make data-driven decisions. You enjoy working with technology and data, and you understand the impact real-time adjustments can have on overall performance and employee well-being. You communicate clearly and are comfortable collaborating with various teams to ensure smooth daily operations.
In this role you will work closely with your workforce management peers and Support Managers to communicate incoming volumes across queues and ensure optimum service levels are achieved to deliver consistent performance.
Your Success Profile
What You Will Work On
- Monitoring real-time performance metrics such as volume, service levels, and agent productivity across multiple teams and channels.
- Making intraday adjustments to staffing, including coordinating break schedules, overtime, or temporary shift changes, to meet SLAs.
- Proactively identifying potential service level risks and taking immediate action to mitigate them.
- Communicating effectively with the workforce team, team leads and managers about real-time performance issues and recommending tactical solutions.
- Analyzing performance trends and reporting on intraday and daily metrics to help inform long-term staffing decisions.
- Collaborating with scheduling analysts to ensure accurate handovers between shifts and to maintain workforce continuity.
- Monitoring adherence to agent schedules and addressing any deviations to ensure optimal coverage.
- Using workforce management tools to track and adjust schedules in real time.
- Provide daily, biweekly and monthly status reports of our support channel KPIs
How You Will Do Your Work
As a Real Time Analyst, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your strategic capabilities, skills, and personal attributes are anchored in the following competencies:
- Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
- Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
- Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
- Detail Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
- Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
Qualifications
- 2 years of experience in workforce management, real-time analysis, or a similar role, preferably in a customer service or operations environment.
- Prior experience in a multi-channel environment or 24/7 support center environment is a plus.
- Experience with workforce management software (such as PlayVox, NICE, Verint, or Genesys).
- Experience using customer support technologies (such as Zendesk, Talkdesk, JIRA, and Confluence)
- Strong analytical skills and experience using real-time monitoring tools.
- Proficiency in data analysis and reporting (Excel skills are essential).
- Ability to multitask and handle high-pressure situations effectively.
- Strong interpersonal and communication skills, both written and verbal.
- Familiarity with call center metrics and key performance indicators (KPIs).
- Highly organized, detail-oriented, and adaptable, with a drive for continuous improvement.
- Customer-focused, with a passion for helping others.
- The ability to organize, prioritize, and self-manage your work day.
#LI-Remote #LI-CD1
The base wage range for this position is targeted at $68,000 to $74,800 per year for applicants based in Region A.
The base wage range for this position is targeted at $63,240 to $69,564 per year for applicants based in Region B.
