Real-Time Analyst at Interactions (Indianapolis, IN)

Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will.  As a matter of fact, this company is the worlds largest independent AI company and its headquartered in the Boston area.  We operate at the intersection of customer experience and AI two of todays hottest and most dynamic industries.

Interactions mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level.  The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees.  We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, were not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.

For prospective employees, if that sounds challenging and exciting, wed love to talk to you. 

The Real Time Analyst is responsible for ensuring that the contact center resources are effectively utilized.  The Real Time Analyst is responsible for delivering targeted service level objectives while managing to key performance strategic goals.  The responsibilities include monitoring real-time production and workforce adjustments as required by fluctuations in demand to ensure that service levels and other operational KPIs are met.  Ensures that the best possible contact center service levels are achieved.  

This position is a 2nd shift schedule from 2:00pm to midnight,Tuesday through Saturday and can be located at our Indianapolis, IN or Austin, TX office.  

Responsibilities: 

• Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible. 
• Watches staffing levels at each site to ensure planned coverage is met on the interval level.
• Adjust numerous real-time metrics such as Service Levels, Timeouts, Accuracy, and Response Time against a matrix of defined thresholds. 
• Adapt intraday forecast derived from understood business drivers to determine required staffing levels by projected call volumes, call durations, and required staffing levels using current trends and historical data. 
• Real-time skilling adjustments.

Why are you a fit:

• The ability to lead and influence peers, support groups, and various management levels towards impactful results.
• Self-driven and the ability to prioritize task, think creatively, resolve issues and work autonomously with limited guidance. 
• Excellent verbal and written communication skills.

Experience:

• Call Center, customer service, or contact center business experience. 

by via developer jobs - Stack Overflow