Real Time Analyst - WFM
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 55,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
With general supervision and using independent judgment and discretion, this position monitors the daily volume from multiple channels including inbound calls, outbound calls, chat, and email. Also monitor agent statuses, and schedule adherence. Keeping constant communication with front line leadership to ensure optimal daily performance.
Monitors contact volume for multiple queues in multiple departments ensuring staff availability and skill level to support the optimal utilization of resources. Makes real time skilling changes as needed.
Monitor established thresholds for schedule adherence, online states, off-work events (break and pre-approved non-productivity activities), agent states that are not pre-approved and must be limited
Communicate with front line leadership via chat, email, and phone for prompt resolution of issues identified in duties above
Manages agent call off process and makes appropriate entries into WFM system and reporting to front line leadership
Creates and sends intra-day performance reports including volumes and agent adherence.
Addresses telephone and telecommunication issues for the customer care organization. This includes but is not limited to coordinating with other departments when outages occur, and calls must be redirected. Maintains issue tracking log and reports on Service Level impacts as necessary.
Maintains an awareness of the call center activities, processes, and procedures as well as call center best practices.
Weekends and holiday hours may be required
The ability to effectively monitor inbound call volume, analyze data and make recommendations for planning purposes.
Minimum 1 year of Call Center Operations or Workforce Management experience
Good communication skills (both verbal and written), and strong interpersonal skills are required to perform the functions as described.
Incumbents must also be able to work well in a team environment to accomplish common goals. The ability to work well with people of diverse backgrounds and at all organizational levels is also required. A strong customer service orientation is essential.
Analytical skills are required as is the ability to review issues, evaluate conditions and employ independent judgment and discretion to determine the best way to move forward.
A strong attention to detail and the ability to remain highly organized and focused is essential.
Excellent planning and organizational skills are required. Incumbents must be able to work under general supervision while exercising sound independent judgment and discretion. The ability to plan and manage one’s own time, while working on multiple tasks and projects is critical. The ability to work while under stress is also essential.
Ability to work weekend shifts and holidays.
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.