Introduction to arenaflex
arenaflex is a leading private industry player committed to delivering exceptional customer experiences. As a dynamic and inclusive organization, we value diversity and strive to create a workplace where everyone feels valued and empowered to contribute. Our mission is to provide top-notch customer care, and we're looking for talented individuals to join our team as a Real Time Analyst II - Customer Care Specialist. This is a unique opportunity to work from the comfort of your own home, making a real difference in the lives of our customers.
Job Overview
In this critical role, you will oversee customer care tasks, client experience, and specialist performance through a mix of continuous execution management, specialist utilization management, reporting, and analysis. Your expertise will be instrumental in providing leadership teams with timely, accurate reports on intraday performance and impacts, enabling our customer support team to achieve their business goals. As a key member of our team, you will be responsible for analyzing business activities in real-time, identifying areas for improvement, and implementing countermeasures to optimize service levels and occupancy.
Key Responsibilities
- Analyze business activities in real-time, re-evaluating and executing countermeasures to expand the balance of service levels and occupancy.
- Collaborate with operations groups to establish plans and strategies that achieve service level objectives and business targets.
- Provide spans, summaries, insights, and strategies for determining and arranging operational activities intraday and posthumous to support continuous improvement of client care execution results.
- Administer and oversee real-time response to events, such as technical outages, application failures, unexpected facility closures (health-related), and escalate to proper internal and external teams when required.
- Monitor and interact with real-time adherence, including generation of real-time absenteeism, specialist hotline contacts, NCNS, proper notification, and incident reporting.
- Work closely with operations and WFM colleagues to identify areas of growth and continuous improvement opportunities in gauging, planning, and executions of client support activities.
- Participate in communications with specialists and operations while monitoring/addressing specialist behaviors in a consistent and fair commitment.
- Establish a positive work environment that encourages successful client support team performance, demonstrating empathy, patience, and understanding while providing accurate guidance to specialists and colleagues.
- Embody the spirit and purpose of the arenaflex Working Standards, focusing on learning and developing yourself to better arenaflex overall.
Requirements and Qualifications
To be successful in this role, you will need:
- 2+ years of call center workforce management experience in contact centers or similar experience.
- A strong understanding and capability of real-time management of a contact center, including managing specialist availability, forecast vs. actual for volume, handle time, and ability to deliver balanced business designated SLAs and occupancies.
- Utilize a strong understanding of key business metrics, such as response time, efficiency, and enhancement measurements, and productivity to make optimal decisions at the time without additional administrative review.
- Understanding of prescriptive and descriptive analytics, predictive analytics, essentials of statistics, forecasting, and data engineering.
- Certain decision-making skills in ambiguous situations without explicit direction on how to reach a solution based on changing contact center performance conditions.
- Excellent written and verbal communication skills to work with all levels of the Client Assistance Association clearly and concisely from specialist to Senior Authority.
- Proficiency in Microsoft Office Suite, including manipulating data, creating reports, presentations, and spreadsheets without any preparation.
- Flexibility to participate in a schedule expected to support a 24x7 contact center (open schedule availability for first, second, or third shift).
- 1 year+ experience in Workforce Management (back-office functionality) platform is preferred (e.g., Kronos, Verint, or Nice).
- Ability to work independently and meet deadlines.
Preferred Qualifications
- Associate's degree or higher preferred in business administration, finance, or statistics.
- Proficient in data management - SQL, Python, VBA, Scene, macros, pivot tables, pivot charts.
Career Growth and Development
At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Real Time Analyst II - Customer Care Specialist, you'll have access to ongoing training and development opportunities, including:
- Comprehensive onboarding program to ensure a smooth transition into your new role.
- Regular coaching and feedback sessions to help you achieve your goals and develop your skills.
- Opportunities to participate in cross-functional projects and collaborate with other teams.
- Professional development workshops and training sessions to enhance your knowledge and skills.
Work Environment and Company Culture
arenaflex is dedicated to creating a positive and inclusive work environment that values diversity and promotes equal opportunities for all employees. Our company culture is built on the principles of:
- Respect and empathy for our customers and colleagues.
- A commitment to excellence and continuous improvement.
- A collaborative and supportive team environment.
- A focus on learning and development to help our employees grow and succeed.
Compensation and Benefits
As a Real Time Analyst II - Customer Care Specialist at arenaflex, you can expect a competitive salary range of $35-45 per year, as well as a comprehensive benefits package that includes:
- Medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Opportunities for career advancement and professional growth.
Conclusion
If you're a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join the arenaflex team as a Real Time Analyst II - Customer Care Specialist. With a strong focus on customer satisfaction, employee development, and company culture, we're confident that you'll find a rewarding and fulfilling career with us. Apply now and take the first step towards an exciting new chapter in your career!
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