Job Description
- Provide mentorship and coaching to Real-Time Analysts.
- Monitor real-time performance across multiple channels and languages.
- Proactively manage deviations and adjust staffing.
- Identify and implement continuous process improvements.
- Conduct root cause analysis for service level issues.
- Act as the escalation point for complex real-time challenges.
- Develop and deliver actionable insights through data analysis and reporting.
- Manage and run key projects from start to finish.
- Collaborate with cross-functional teams.
- 6+ years of experience in a contact center environment.
- 3+ years in a Real-Time Analyst or Workforce Management role.
- Strong coaching and mentoring experience.
- Proven experience in managing successful projects.
- Expertise in workforce management tools (Calabrio, IEX, Verint, Aspect).
- Experience using Salesforce reports, dashboards, automations.
- Advanced analytical skills.
- Proactive problem-solving skills.
- Excellent communication and stakeholder management skills.
- Proficiency in Microsoft Office tools.
- Annual cash bonuses
- Stock grants
- Comprehensive benefits package
- Culture of belonging
- Meaningful work
Job Description – Senior Real-Time Analyst
Are you a strategic thinker with a passion for real-time workforce management? Do you excel in fast-paced environments and have a strong aptitude for optimizing operations? If so, we want you to join our Workforce Management team as a Senior Real-Time Analyst!
About the Role
As a Senior Real-Time Analyst, you will be a key individual contributor, ensuring the smooth execution of real-time workforce management strategies. You will play an instrumental role in coaching and developing the Real-Time Analysts on the team, providing guidance and expertise to elevate their performance.
In this role, you will serve as the escalation point for the team, helping to resolve complex issues, drive process improvements, and manage and run key projects. You will work closely with various teams, including Workforce Planning, Operations, Data & Analytics to ensure real-time decision-making is aligned with operational goals.
Main Responsibilities
- Provide mentorship and coaching to Real-Time Analysts, offering guidance and development opportunities to help them excel in their roles.
- Monitor real-time performance across multiple channels and languages, ensuring adherence to service level agreements.
- Proactively manage deviations and adjust staffing to optimize productivity and efficiency.
- Identify and implement continuous process improvements to enhance real-time operations and workforce effectiveness.
- Conduct root cause analysis for service level issues and work cross-functionally to develop corrective actions.
- Act as the escalation point for complex real-time challenges, ensuring timely resolution and effective communication with key stakeholders.
- Develop and deliver actionable insights through data analysis and real-time performance reporting.
- Manage and run key projects from start to finish, ensuring timely and successful execution.
- Collaborate with cross-functional teams to ensure project goals align with overall operational objectives and priorities.
- Stay informed on industry trends and emerging technologies to continuously refine and improve real-time management practices.
Minimum Qualifications
- 6+ years of experience in a contact center environment, with at least 3+ years in a Real-Time Analyst or Workforce Management role.
- Strong coaching and mentoring experience with a focus on skill development and knowledge sharing.
- Proven experience in managing and running successful projects, from initiation through completion.
- Expertise in workforce management tools (e.g., Calabrio, IEX, Verint, Aspect).
- Experience using Salesforce reports, dashboards, automations.
- Advanced analytical skills, with the ability to convert complex data into actionable insights.
- Proactive problem-solving skills and the ability to address operational challenges in real-time.
- Excellent communication and stakeholder management skills, with the ability to collaborate across all levels of the organization.
- Proficiency in Microsoft Office tools (Excel, Access, Word, PowerPoint).
- Ability to work effectively in a fast-paced, global environment across multiple time zones.
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About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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