Real-time Analyst

Описание

As a Real-Time Analysts (RTAs) you will be responsible for monitoring and managing service levels in real time,  ensuring that incoming customer contacts are balanced with the availability of our customer care experts to provide timely support and constantly improving customer service operations by day to day tasks:

• Monitor service levels and backlogs in real time across all markets.

• Ensure schedule adherence to meet service level and efficiency goals.

• Distribute performance reports focusing on key metrics like shrinkage and occupancy.

• Collaborate with stakeholders to achieve shared delivery and Workforce Management (WFM) objectives.

• Effectively manage incidents with clear, timely communication.

• Work with AI systems and tools to optimize care operations and improve performance.

• Develop operational best practices and standard operating procedures (SOPs).

• 2+ years of experience in a call  center, with 1+ years as a Workforce Management (WFM) or Queue Management Analyst.

• Proficiency in WFM platforms (e.g., Calabrio, NICE IEX) and experience with CRM systems like Microsoft Dynamics 365.

• Strong data analysis skills, including intermediate proficiency with MS Excel/Google Sheets and experience with Tableau.

• Familiarity with AI systems in customer operations (e.g., bot/IVR routing, agent assist) and the ability to evaluate and improve their performance.

• Excellent problem-solving and communication skills, with the ability to turn data into clear, actionable recommendations.

• Proven ability to work under pressure, meet deadlines, and develop operational best practices.

• Hybrid Working model.

The Wix Workforce Optimization (WFO) team is critical to our Customer Care, ensuring smooth and efficient management of workforce resources to meet customer demands. Comprising four key roles—Planners, Scheduling Analysts (SA), Real-Time Analysts (RTA), and the BPO Workforce Partners —the team manages capacity planning, scheduling, real-time management, and BPO relationships. The WFO team ensures consistent SLA and operational efficiency across all markets using a proactive approach to risk management and collaboration with internal and external stakeholders, enabling seamless delivery of exceptional service to our users.

We currently only accept applicants who are located in Ukraine and eligible to work full-time in Ukraine.