Workforce Management Real-Time Analyst

Greater Phoenix Area, AZ
Community Support / Call Center
Full-time (non-exempt)
As a Neighborhood Watch Real-Time Analyst (or Workforce Management Real-Time Analyst) you will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

Here's What You'll Be Doing:

    • Prepare intraday reports on staff attendance and aux codes. 
    • Manage agent call-in line and update schedules to reflect accurate intraday projections. 
    • Monitor attendance and schedule adherence. 
    • Manage changes to scheduling to ensure adequate daily resource coverage. 
    • Ensure hours are accurately accumulated and maintained. 
    • Process real-time, same day management requests for modifications of scheduling events (meetings/trainings, etc.). 
    • Stay current on internal policies and procedures. 
    • Recommend overtime or downtime based on day of performance. 
    • Maintain constant communication with Workforce Management team to coordinate needed staffing adjustments based on current and forecasted results. 
    • Manage intraday service level acceptable goals. 
    • Monitor real-time adherence to schedules for call center associates. 
    • Initiate escalation procedures when KPI thresholds are exceeded. 
    • Manage associate call-in line and update schedules to reflect accurate intraday projections. 
    • Recommend overtime or downtime based on day of performance.
    • Provide day of impact analysis for outages, staffing shortages, and other unplanned events. 
    • Approve real-time request for offline events.
    • Provide leadership teams with timely, accurate reports on intraday performance and impacts. 

Basic Qualifications:

    • Strong analytical and organization skills, including trend analysis.
    • Ability to plan, prioritize and organize effectively.
    • Strong attention to detail.
    • Proficiency in Microsoft Office suite particularly with Microsoft Excel.
    • Demonstrate flexibility to adapt quickly to departmental changes and conditions.
    • Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
    • Excellent written and verbal communication skills are required.
    • Ability to work in a team-oriented environment focused on cross training and sharing workload responsibilities.
    • Ability to work outside of normal schedule with little or no notice.

Preferred Qualifications:

    • Two years of solid call center experience or one year of workforce management experience
    • 2+ years experience working with one or more workforce management systems such as Aspect or IEX
    • Experience in a fast paced, high-pressure environment.
    • Previous experience with ACD reporting desired
    • Advanced Excel Proficiency
About Ring

Ring's mission is to reduce crime in neighborhoods by creating a Ring of Security around homes and communities with its suite of home security products and services. The Ring product line, along with the Ring Neighbors app, enable Ring to offer affordable, complete, proactive home and neighborhood security in a way no other company has before. In fact, two Newark, NJ neighborhoods saw an over 50 percent decrease in home break-ins after Ring Video Doorbells and Spotlight Cams were installed on 11% of homes in the communities from April-July 2018 when compared to the same time period in 2017. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

Ring LLC is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics. In addition to federal law requirements, Ring Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Ring LLC is proud to be an equal opportunity employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age