The RTO (Real Time Operations) team is simultaneously involved with multiple projects. It may mean doing attendance and productivity checks in real time to keep a project's service level high, helping with time sheets, or assisting management with a report. The tasks are varied and interesting!
A Real Time Analyst (RTA) is responsible for the real time adherence and queue management for business operations to ensure the correct staffing to answer a forecasted volume of incoming customer contacts at the desired service level agreements.
In addition, an RTA is responsible for reporting proactive and reactive events that impact SLA. They are also responsible for maintaining the accuracy of the Workday database and managing tool access for the site.
Hourly Rate:
To be discussed in the interview phase
Commitment:
40 hours
What We Are Looking For:
- Ability to handle phone calls and tickets with solid technical skills
- Ability to multitask in multiple browsers and browser tabs, while handling customer communications
- Ability to work on multiple projects simultaneously
- Experience with troubleshooting for web, Zendesk and other MSQ tools
- A professional demeanor
- Ability to empathize and apologize when necessary
- Basic WFM/RTA knowledge
- Strong Analytical Skills; be able to interpret data, identify trends, and make suggestions for improvement
- Attention to detail
- Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player
- Ability to innovate and deploy data driven business solutions
- Reliability in following through with commitments and responsibilities
- Ability to manage and navigate a constantly changing environment
- Proficiency in Microsoft Excel
- Great communication skills
About ModSquad:
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.
