Justworks
- Real Time Analyst
Real Time Analyst
Engineering · Imus, Philippines · Remote possible
Job description
Who We Are
At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.
We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.
We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
If this sounds like you, you’ll fit right in.
Who You Are
Our Customer Support Team represents all of Justworks, we take ownership of our customer’s concerns, and we actively drive issues to resolution. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. We are the experts our customers rely on, and a crucial part of the overall Justworks service offering.
We’re looking for a Real Time Analyst (RTA) to monitor and adjust staffing and workload distribution in real time to ensure our operations remain efficient and responsive. You'll collaborate with the scheduling and operations teams as well as Customer Support managers and team leads to address fluctuations in demand and ensure that our service level agreements (SLAs) are met.
You are focused on and committed to our culture and values. You treat others with care and empathy, and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a motivated self-starter looking to learn and join a fast growing company with a top notch culture. You have a strong sense of urgency, exceptional attention to detail, and an analytical mindset that allows you to quickly assess situations and make data-driven decisions. You enjoy working with technology and data, and you understand the impact real-time adjustments can have on overall performance and employee well-being. You communicate clearly and are comfortable collaborating with various teams to ensure smooth daily operations.
In this role you will work closely with your workforce management peers and Support Managers to communicate incoming volumes across queues and ensure optimum service levels are achieved to deliver consistent performance.
Your Success Profile
What You Will Work On
- Monitoring real-time performance metrics such as volume, service levels, and agent productivity across multiple teams and channels.
- Making intraday adjustments to staffing, including coordinating break schedules, overtime, or temporary shift changes, to meet SLAs.
- Proactively identifying potential service level risks and taking immediate action to mitigate them.
- Communicating effectively with the workforce team, team leads and managers about real-time performance issues and recommending tactical solutions.
- Analyzing performance trends and reporting on intraday and daily metrics to help inform long-term staffing decisions.
- Collaborating with scheduling analysts to ensure accurate handovers between shifts and to maintain workforce continuity.
- Monitoring adherence to agent schedules and addressing any deviations to ensure optimal coverage.
- Using workforce management tools to track and adjust schedules in real time.
- Provide daily, biweekly and monthly status reports of our support channel KPIs
How You Will Do Your Work
As a Real Time Analyst, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your strategic capabilities, skills, and personal attributes are anchored in the following competencies:
- Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
- Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
- Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
- Detail Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
- Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
Qualifications
- 2 years of experience in workforce management, real-time analysis, or a similar role, preferably in a customer service or operations environment.
- Prior experience in a multi-channel environment or 24/7 support center environment is a plus.
- Experience with workforce management software (such as PlayVox, NICE, Verint, or Genesys).
- Experience using customer support technologies (such as Zendesk, Talkdesk, JIRA, and Confluence)
- Strong analytical skills and experience using real-time monitoring tools.
- Proficiency in data analysis and reporting (Excel skills are essential).
- Ability to multitask and handle high-pressure situations effectively.
- Strong interpersonal and communication skills, both written and verbal.
- Familiarity with call center metrics and key performance indicators (KPIs).
- Highly organized, detail-oriented, and adaptable, with a drive for continuous improvement.
- Customer-focused, with a passion for helping others.
- The ability to organize, prioritize, and self-manage your work day.
#LI-Remote #LI-CD1
The base wage range for this position is targeted at $68,000 to $74,800 per year for applicants based in Region A.
The base wage range for this position is targeted at $63,240 to $69,564 per year for applicants based in Region B.
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.
Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.
We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
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