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Check with seller Workforce Real Time Analyst Los Angeles

Published date: April 3, 2022
  • Location: Los Angeles, California, United States

GOAT is seeking a Workforce Real Time Analyst to join the growing team. This individual should have experience with occupancy, schedule adherence and contact center KPIs for a fast-growing business and performance-based culture. You will be responsible for the monitoring and analysis of Customer Service Representatives' performance. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is detail-oriented, analytical, capable of monitoring multiple agents, and able to successfully balance the workforce and staffing.

In this role, you will:
Responsible for completing real-time analysis of agent occupancy and schedule adherence
Analysis of staffing levels, gaps in scheduling, and overall staffing performance
Follow Customer Service standards while maximizing labor efficiency
Manage the Workforce intra day performance
Monitor and report shrinkage trends
Report on oldest contact by team, backlog, and skipped contacts
Be flexible to manage other assignments as they arise
Maintain agent master file of staffing, update attrition and department changes
Effectively communicate to operations any outlying agent performance in real-time

We are looking for:
Experience with WFM, preferably in a multi-channel environment
Previous experience with WFM and scheduling software
Strong Microsoft Excel skills
Excellent interpersonal and communication skills
Strong analytical and problem solving skills
Highly organized with the ability to manage sometimes competing priorities
Ambitious, consistent, and comfortable with diversity and adversity
GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.

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