Real Time Analyst

Nyc Headquartersfull-timemid

OtherReal Time Analyst

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Quick Summary

Overview

About Us:DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees.

Key Responsibilities

Reporting to the Customer Operations Workforce Management Lead, the Real-Time Analyst is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved.

Requirements Summary

Previous Work Force Management experience is considered an asset Previous experience with BPO’s or working with Third Party Call Centers Experience in the payments/technology space Experience in a high-growth startup environment Experience with…

Technical Tools

excel

What We Offer

~1 min read

✓Manage the call volume, daily attendance and program break schedules

✓Assist with creation if metrics and targets for services

✓Work closely with the operations team to analyze and help improve their delivery processes

✓Generate ideas for process and service improvement planning

✓Produce daily, biweekly and monthly internal reports

✓Use trends and reports to forecast requirements

✓Assist with projects and other duties as requested or assigned

Demonstrate sound work ethic
Ability to communicate effectively within the team as well as with agents and other leaders
Ability to work as part of a team
Ability to stay on task when working solo
Must have advanced level Microsoft Excel/Google Sheets skills – Including advanced formulas
Ability to create reports and forecast results
Attention to detail and high level of accuracy
Ability to multitask, focus and complete reports for extended periods of time
Previous call center experience required

Nice to Have

~1 min read

Previous Work Force Management experience is considered an asset Previous experience with BPO’s or working with Third Party Call Centers Experience in the payments/technology space
Experience in a high-growth startup environment
Experience with Assembled, Zendesk, Five9, and/or Google Suite