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Workforce Real Time Analyst - REMOTE - US

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About the position

Responsibilities

  • Monitor real-time adherence and performance metrics to ensure optimal contact center operations.
  • Adjust skillsets and call overflow routing as needed to meet service level goals and to maximize staffing utilization and efficiency.
  • Administer volume contingency action plans deemed necessary and appropriate, key daily exception requests and update schedules.
  • Manage scheduling and update NICE IEX WFM, per direction and guidelines provided by Workforce Management Forecasting & Scheduling Analyst.
  • Manage vacation availability and requests in NICE IEX WFM.
  • Communicate and schedule requests from supervisors and staff for time needed off phones due to team huddles, meetings, interviews, projects, call outs, training, coaching, QA sessions, or others.
  • Provide first line of support for frontline-agent troubleshooting, including basic troubleshooting support such as password resets, network and PC troubleshooting.
  • Reconcile employee timecard data with company policies and prepare it for accurate payroll submission.
  • Adhere to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee's control.

Requirements

  • Proficiency in workforce management and ACD systems like NICE CXone and NICE IEX.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Experience in a contact center environment, preferably within the travel or hospitality industry.
  • Proven track record of optimizing service levels and improving operational efficiency.

Benefits

  • Cruise and Travel Privileges for You and Your Family
  • Health Benefits
  • 401(k)
  • Employee Stock Purchase Plan
  • Training & Professional Development
  • Tuition & Professional Certification Reimbursement
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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