Call Center Real Time Management Analyst

Company: Disability Solutions
Location: Phoenix
Posted on: November 10, 2024

Job Description:

ABOUT THE COMPANYRepublic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services.--Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.In 2023, Republic's total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.Our company values guide our daily actions:

• Safe: We protect the livelihoods of our colleagues and communities.
• Committed to Serve: We go above and beyond to exceed our customers' expectations.
• Environmentally Responsible:--We take action to improve our environment.
• Driven: We deliver results in the right way.
• Human-Centered:--We respect the dignity and unique potential of every person.We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods. ----STRATEGYRepublic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets. --We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.Recycling and WasteWe continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.Environmental SolutionsOur comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.--SUSTAINABILITY INNOVATIONRepublic's recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.The Republic Services Polymer Center is the nation's first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.RECENT RECOGNITION
  • Barron's 100 Most Sustainable Companies
  • CDP Discloser
  • Dow Jones Sustainability Indices
  • Ethisphere's World's Most Ethical Companies
  • Fortune World's Most Admired Companies
  • Great Place to Work
  • Sustainability Yearbook S&P GlobalJob Posting End Date11-11-2024The Company expects to accept applications for this position until the posting end date but encourages interested applicants to apply as soon as possible.Ideal candidate will have working experience with Nice IEX, Genesys Call Routing, and Power BI reporting. Other desirable skills include presenting data, intermediate MS Excel (Pivot tables, VLOOKUPS, formula writing, etc), call center terminology, and strong communication. Must be open to an assigned schedule between 8:00am-6:30pm AZ time.Remote position. Salary range $52,920-83,160.POSITION SUMMARY: The RTM Analyst (Real-Time Management Analyst) is responsible for managing real-time contact volume and staffing in order to enable the department to meet established performance standards and KPIs. The RTM Analyst analyzes real-time center and agent performance to identify, adjust and communicate any necessary changes in call routing and staffing to achieve service level, staff productivity and adherence goals.PRINCIPAL RESPONSIBILITIES:
    • Monitors real-time performance of call volume, emails, AHT, staffing levels, adherence, agent productivity and other performance statistics across multiple queues to ensure the department is in the best position to reach its KPIs.
    • Identifies and responds to intervals that require remediation tactics (i.e. adjusting schedules, canceling off-phone activities, soliciting OT, adjusting call routing, etc.).
    • Monitors and records tardiness, absenteeism, call outs and other schedule deviations.
    • Processes and records schedule adherence exceptions submitted by call center team leaders.
    • Advises of and schedules optimal ad-hoc meeting and training times.
    • Evaluates any day-of early leave and PTO requests and forwards recommended actions to management.
    • Contacts agents that are out of adherence, if necessary and appropriate, to provide escalation assistance.
    • Understands interdependencies; communicates and develops plans for intra-day help across CRC sites.
    • Continually identifies and communicates opportunities for improving call center efficiency to team and department leaders.
    • Performs root-cause analysis to determine and quantify reasons for forecast variance; monitors external factors that may impact forecast volumes and communicates findings to key stakeholders.
    • Initiates escalation processes for system outages and submits problem tickets to the RS Help Desk while working with IT to initiate appropriate tactics to ensure minimal service level impact.
    • Helps drive innovation and continuous improvement in WFM, RTM and related business processes.
    • Works cooperatively with other members of the customer experience team to manage projects by setting expectations and priorities, interacting with decision-makers, and making sure all agreed upon deliverables are met according to project timeline commitments.
    • Performs other job-related duties as assigned or apparent.QUALIFICATIONS:
      • Experience with Calabrio WFM 9.x or later and CUIC 10.x or later.
      • Proficient in MS Excel, Word, Outlook and PowerPoint.MINIMUM REQUIREMENTS:
        • Minimum of 1 year of real-time management experience in a contact center environment and previous experience with real-time management performance applications (i.e., inContact, ConnectFirst, etc.).
        • Proficient in utilizing a WFM system (i.e. Calabrio, IEX, etc.) and related WFM reporting principles.
        • A solid understanding of call center terminology and functions, call routing concepts and metrics and an operational knowledge of Cisco CUIC or any other intelligent call routing/ACD system.Rewarding Compensation and BenefitsEligible employees can elect to participate in:--- Comprehensive medical benefits coverage, dental plans and vision coverage.--- Health care and dependent care spending accounts.----- Short- and long-term disability.--- Life insurance and accidental death & dismemberment insurance.--- Employee and Family Assistance Program (EAP).--- Employee discount programs.--- Retirement plan with a generous company match.--- Employee Stock Purchase Plan (ESPP).The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.-- Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

Keywords: Disability Solutions, Surprise , Call Center Real Time Management Analyst, Executive , Phoenix, Arizona