Are you self-motivated? Do you enjoy solving problem solving? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team!
We are seeking a talented Real Time Analyst (RTA) for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.
You’ll join ateam backed by more than 120 years of delivering top-notch service, and you’ll be a key player in maintaining our reputation as the best in pests.
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Responsibilities
Purpose of the job
At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams.
Our Real Time Analysts are responsible for monitoring and reporting all elements of call center staffing to ensure departmental productivity and profitability goals are met. This role will facilitate real time discussions with the Leadership team regarding forecast variances and recommend changes for accuracy and effectiveness.
You will…
Use workforce management tracking tools to maintain information on employee activity and status, including schedule assignments and absences, meetings, and other schedule exceptions
Analyze information on agent activity and forward items requiring attention to management
Report on results achieved and document any measures implemented during each shift
Develop knowledge of the call routing system to ensure proper utilization of distribution rules (tiering matrix) as the center’s needs evolve over the day
Make real-time adjustments for team meetings, training, coaching and other off-phone tasks as required
Monitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possible
Complete root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy
Key daily exception requests, update schedules and respond to escalated issues and ad-hoc requests
Collaborate with Leadership on identifying opportunities to further optimize our workforce
We Offer…
A Competitive Compensation package with upward earnings potential
Comprehensive benefits package including medical, dental, vision & life Insurance
401(k) plan with company match, employee stock purchase plan