Real Time Analyst, (Restaurants)

The Real Time Analyst, Workforce Management plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling, and monitoring of real time performance. This includes reviewing team member schedule adherence, intraday management of resources, monitoring channel performance and productivity, and schedule adjustments to meet staffing and service goals.

In this role, you will:

• Monitor and manage phone, email, chat, and back performance by analyzing real time volume and team member performance.
• Monitor and manage workload distribution by adjusting team member skills within the center.
• Utilize intraday forecasting tools to assist with analyzing real time and forecasted staffing requirements to meet service objectives.
• Partner with leadership to update team member schedules for requested exceptions prior and post schedule publication.
• Support internal attendance line and support queue for team members.  
• Adjust team member activities, e.g., breaks, lunches, meetings to minimize service level deviations.
• Approve exception requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals.
• Manage staffing cost and client abandonment rates.

We would love to hear from you if:

• Have 1 to 3 years of experience in Contact Center Environment, or Workforce Management. 
• Have proven experience with Workforce Optimization Software (e.g., NICE, Impact 360, IEX), and ACD technology (e.g., Five9, Avaya, Cisco, Aspect, Genesys).
• Strong knowledge of Microsoft Excel.
• Are comfortable working nights and weekends. 

 

We’d be especially excited if you: 

• Have excellent problem-solving, and analytical thinking communication skills.  
• Have a flexible mindset with a can-do attitude and eagerness to learn.

 

This position is available for remote work across most of the United States. SoundHound AI DOES NOT offer employment in Alabama, Alaska, Delaware, Iowa, Maine, Mississippi, New Hampshire, North Dakota, Rhode Island, South Carolina, Vermont, West Virginia, Wisconsin, and Wyoming. Regardless of workplace arrangement, employees within a 60-mile radius of a SoundHound AI office are expected to work from the office on three pre-scheduled, company-wide “core days” per month to encourage cross-team connection and in-person collaboration.

The estimated base salary for this position is $31,000.00 - $45,000.00 plus equity. In addition to salary and equity, you will receive comprehensive healthcare, paid time off, and other benefits. Our recruiting team will provide a specific salary range based on location and years of experience.

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