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Real Time Analyst

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Job Description

Are you someone who wants an opportunity to have a huge impact with a growing company? Team collaboration is at the core of what makes us successful. Join us as a trusted business partner and help us continue our journey to broadening our footprint as the most trusted and ethical outsourcing company in the business.


Position Overview

The Real-Time Analyst is responsible for the maintaining internal policies and procedures, as well as supporting our teams by analyzing trends and providing input on improving service levels and other metrics. This position will support operations with their program(s) by gathering and analyzing data from multiple sources in order to provide operational guidance for efficiency and customer satisfaction. This role executes on all business imperatives in alignment with FCR’s Mission, Vision, Values. The Real-Time Analyst will report to the Senior Manager of Implementations & Reporting.


Essential Functions and Duties

  •  Investigate and review staffing plans versus actual and update plans accordingly.
  • Collaborate with internal matrixed teams to accommodate requests while minimizing impacts to service levels.
  • Communicate findings across different levels and with clients as needed.
  • Provide daily deliverables and ad-hoc analytics as needed.
  • Maintain internal policies and procedures.
  • Regularly communicate coverage needs with managers and supervisors.
  • Help create optimal schedules (including intra-day) in support of multiple, omni channel operations
  •  Assist in administering WFM software for the team.
  •  Ability to understand and interpret technical information to people who are not tech savvy.
  • Build relationships and collaborate with key stakeholders to ensure the delivery of commitments.
  •  Basic systems understanding and working knowledge to effectively troubleshoot and solve complex customer issues.
  • Educate customers on product for optimal understanding and ease of use & accessibility.
  • Offer solutions quickly and be conscious of their time as well as your own.
  •  Other duties/projects as assigned.

Qualifications

  • Effective communication and influence of partners across the company and across multiple levels of the organization.
  • Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment.
  • Ability to work with entry-level to executive colleagues to drive success.
  • Resilient and able to work in a fast-paced, changing environment.
  •  Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions.
  •  Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time.
  • Takes initiative in situations in anticipation of needs.
  • Skilled in organizing tasks and establishing priorities.
  • Must be a team player with a positive attitude and willingness to pitch in where needed.
  • Ability to maintain confidentiality with regards to sensitive information.

Additional Qualifications

  • Experience in operations and managing service level preferred.
  •  Experience in data analytics experience and presentation preferred.
  • Knowledge in Excel and other Microsoft software required.
  •  Travel up to 10%.


Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of the job. Reasonable accommodations may be
made to enable individuals to perform the essential functions.

  • Physical Demands: Sitting up to 100% of the time
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment

FCR Hiring Minimum Requirements

  • High school graduate or equivalent.
  •  18 years or older.
  •  Employment contingent upon successful completion of a background check.


Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or work ing conditions associated with the job

 

Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.

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