Insite Managed Solutions
Overview
Matching Top Talent with the Right Opportunities | Senior Talent Acquisition Specialist | Insite Managed Solutions Why join Insite?
401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). Rotating employee events and activities, Hawaiian Fridays, and employee celebrations. What we're looking for
Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals who enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people who resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together. Responsibilities
The Real-Time Analyst is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. In this role, you will: Manage real-time and/or intraday resources to ensure the correct number of agents are in their seats at the right times to answer an accurately forecasted volume of incoming calls at the desired service level. Monitor and respond to Real-Time Adherence (RTA), queue activity, and service levels. Analyze intraday and historical performance to respond/plan appropriately to achieve operational service goals. Administer volume contingency action plans, key daily exception requests, updates schedules, and respond to escalated issues and ad-hoc requests within established turnaround times. Provide frontline-agent troubleshooting support, including password resets, network and PC troubleshooting. How you can be exceptional in this role
Understand the fundamentals of Microsoft Office (Excel, Word, Outlook). Perform and interact with a positive mindset with internal staff and leadership. Manage own performance with minimal supervision. Be curious with a strong desire to understand problems and develop viable solutions. Passionate about continuous improvement, actively seeking practical solutions to challenging business problems. Communicate verbally, in writing, and remotely at a high level. How you will help us succeed together
A minimum of 3 years of experience in a contact center. Strong analytical and organizational skills. Availability to work Monday - Sunday 8 am - 11 pm EST. How you can stand out
A minimum of 2-year Workforce RTA/Scheduling experience. Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, or Calabrio. Intermediate knowledge of call center management and related calculations. Equal Opportunity Employer M/F/D/V
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Matching Top Talent with the Right Opportunities | Senior Talent Acquisition Specialist | Insite Managed Solutions Why join Insite?
401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). Rotating employee events and activities, Hawaiian Fridays, and employee celebrations. What we're looking for
Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals who enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people who resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together. Responsibilities
The Real-Time Analyst is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. In this role, you will: Manage real-time and/or intraday resources to ensure the correct number of agents are in their seats at the right times to answer an accurately forecasted volume of incoming calls at the desired service level. Monitor and respond to Real-Time Adherence (RTA), queue activity, and service levels. Analyze intraday and historical performance to respond/plan appropriately to achieve operational service goals. Administer volume contingency action plans, key daily exception requests, updates schedules, and respond to escalated issues and ad-hoc requests within established turnaround times. Provide frontline-agent troubleshooting support, including password resets, network and PC troubleshooting. How you can be exceptional in this role
Understand the fundamentals of Microsoft Office (Excel, Word, Outlook). Perform and interact with a positive mindset with internal staff and leadership. Manage own performance with minimal supervision. Be curious with a strong desire to understand problems and develop viable solutions. Passionate about continuous improvement, actively seeking practical solutions to challenging business problems. Communicate verbally, in writing, and remotely at a high level. How you will help us succeed together
A minimum of 3 years of experience in a contact center. Strong analytical and organizational skills. Availability to work Monday - Sunday 8 am - 11 pm EST. How you can stand out
A minimum of 2-year Workforce RTA/Scheduling experience. Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, or Calabrio. Intermediate knowledge of call center management and related calculations. Equal Opportunity Employer M/F/D/V
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