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Real Time Analyst Supervisor
Company | DoorDash |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-05-14 |
Posted at | 1 year ago |
About The Team
- Serves as the primary point of contact for the internal support team on intraday insights.
- Ensures the team accurately tracks and manages call center schedule adherence and SLAs, along with other reporting.
- Work closely with the WF Planning Manager and vendor teams on planning, skilling, and staff levels.
- Develop and grow Real Time Analysts in WFM and their careers who work at all hours of the day.
- Ad-hoc duties as needed by Vendor Operations and WFM.
- Work well with other departments and teams to grow operations for customer support.
- Expert knowledge of key call center performance metrics such as service level, AHT, adherence, etc.
- At least 3 years experience in workforce management, with 1 year of leadership experience. Preferably with large multi-site operations (300+).
- Experience with WFM Optimization Tool (ie.e Verint, Aspect eWFM, Nice IEX, etc).
- Strong analytical mindset and multi-tasker.
- Experience with Salesforce preferred but not required.
- Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions.
- Reporting experience including strong skills within Microsoft Excel and Google Sheets.
- Strong ability to act quickly and adapt to ever changing business conditions.
- Comfort/experience communicating across job levels with both internal and external partners is a must.
- Light database or Tableau knowledge is a plus.
- Fluent with Google Suite.
- Experience with outsourced call centers and salesforce preferred.
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