Experienced Full-Time Real Time Analyst II - Customer Support Operations at Blithequark (Remote Work Opportunity)

Join the Blithequark Team as a Real Time Analyst II and Elevate Customer Support Operations

Blithequark is seeking a highly skilled and experienced Real Time Analyst II to join our Customer Support Operations team. As a key member of our team, you will play a crucial role in overseeing customer support tasks, client experience, and specialist performance through continuous execution management, workforce management, reporting, and analysis. If you have a passion for delivering exceptional customer experiences and a knack for analyzing data to drive business decisions, we encourage you to apply for this exciting opportunity.

About Blithequark and the Industry

Blithequark is a leading company in the customer support industry, dedicated to providing top-notch services to our clients. We value diversity and inclusion, and our company culture is built on the principles of empathy, patience, and understanding. Our team is committed to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our crew.

Key Responsibilities

• Analyze business activities in real-time, re-defining and implementing countermeasures to optimize service levels and occupancy.
• Make fundamental changes in setting up plans and schedules with task groups to achieve service level objectives and business targets.
• Communicate spans, summaries, insights, and strategies for determining and planning and functional activities intraday and posthumously to support continuous improvement of Client care performance results.
• Administer and oversee real-time response to events, such as technical outages, application failures, unexpected office closures (health-related), and escalations to proper internal and external teams when required.
• Monitor and interact with real-time adherence, including generation of real-time truancy, specialist hotline contacts, NCNS, proper warning, and event reporting.
• Collaborate with Tasks and WFM colleagues to identify areas of improvement and constant improvement opportunities in forecasting, planning, and executions of client support activities.
• Participate in Blithequark to plan-level communications with specialists and tasks while monitoring/addressing specialist behaviors in a consistent and steady commitment.
• Establish a positive work environment that encourages successful client support team performance. Show empathy, patience, and understanding while providing accurate guidance to specialists and colleagues.
• Be a champion of the soul and goal of the Blithequark Working Standards.
• Prioritize learning and developing yourself to better Blithequark overall!
• Learn to Execute the Basics of Constant Administration.
• Support any tasks on a case-by-case basis.

Essential Qualifications

• 2+ years of call center Labor Force Management experience in contact centers or similar experience.
• Strong comprehension and capability of real-time administration of a contact center, including managing specialist availability, forecast vs. actual for volume, handle time, and ability to deliver adjusted business-designated SLAs and Inhabitances.
• Utilizes strong comprehension of key business markers, such as reaction time, efficiency, and enhancement measurements and efficiency to pursue the most ideal choice at the time without extra administrative survey.
• Comprehension of prescriptive and elucidating analysis, predictive analysis, essentials of statistics, forecasting, and data engineering.
• Certain pursuing choices in vague circumstances without explicit heading on the most proficient method to arrive at an answer in light of changing contact place execution conditions.
• Great written and verbal communications to have the option to work with all levels of the Client assistance Association obviously compactly from specialist to Senior Authority.
• Capable in Microsoft Office Suite, including controlling information, making reports, representations, and introductions without any preparation.
• Adaptability to take part in a timetable expected to help a 24x7 contact community (open timetable accessibility for first, second, or third shift).

Preferred Qualifications

• 1 year+ Involvement in Labor force The board (administrative center functionality) stage is recommended (for example, Kronos, Verint, or Pleasant).
• Capacity to work autonomously and fulfill time constraints.
• Associate's degree or higher favored business organization, money, or insights.
• Capable in information the executives - SQL, Python, VBA, Scene, macros, turn tables, turn graphs.

What We Offer

At Blithequark, we offer a competitive salary range of $35-45 per year, along with a comprehensive benefits package. As a remote worker, you'll have the flexibility to work from home and enjoy a better work-life balance. We're committed to providing opportunities for growth and development, and we're looking for talented individuals who share our values and are passionate about delivering exceptional customer experiences.

Company Culture and Values

At Blithequark, we value diversity and inclusion, and we're committed to creating a positive work environment that encourages collaboration, creativity, and growth. Our company culture is built on the principles of empathy, patience, and understanding, and we're looking for individuals who share these values. As a Blithequark team member, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

How to Apply

If you're excited about this opportunity and think you'd be a great fit for our team, please submit your application. We can't wait to hear from you and discuss how you can contribute to our team's success!

Apply Now and Join the Blithequark Team!