Real Time Analyst (SDQ)

Position Summary:

Horatio is looking to hire an RTA (Real-Time Analyst) to be part of the Workforce Management team. The RTA will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. The position will have high visibility to all the operations teams.

Responsibilities:

• Time administration and attendance tracking of employees, to ensure the accuracy of the work records.
• Monitoring employee performance against work schedules and real-time productivity through applications.
• Communicating in real-time to the Operations leadership team about employees that pass thresholds for schedule adherence and productivity.
• Informing employees and/or supervisors about schedule changes.
• Should be able to handle contingency and communicate the same to stakeholders.
• Informing the executives and leadership teams of actual performance & productivity of employee KPIs to promote the achievement of KPI targets.
• Knowledge and Exposure in contact centers are a must.

Required Skills/Abilities:

• Strong verbal & written skills.
• Problem-solving skills.
• Good team player & with great analytical skills.
• Outstanding time management skills
• Ability to multitask and prioritize daily workload
• Attention to detail & accuracy.
• Excellent communication & people skills for daily interactions with clients and associates.
• Advanced knowledge of G-Suite, especially Google Sheets/Docs/Slides
• Should have experience working with CRMs (especially Salesforce & RingCentral).
• Schedule flexibility

Education and Experience:

• 2-3 years of work experience in the WFM area.

Benefits:

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio:

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.