Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

The Workforce Management Real Time Analyst provides real-time feedback and historical reporting to Operational Management, Senior Leadership, and our clients as it pertains to Workforce Management KPI’s. Their key focus is to achieve and maintain balance between customer experience (Service Level) and profitability (margin).

What You'll Do:

• Responsible for monitoring incoming call queues to forecast and proactively respond to spikes in call volumes to ensure service levels are met.
• Responsible for monitoring dialer queues with the objective of increasing agent productivity and list penetration.
• Responsible for staff scheduling, managing break schedules, occupancy and reporting
• Participate in all campaign planning processes in order to be aware of needs, required resources, objectives, etc.
• Communicate in real-time with managers and leaders regarding any production issues, which may affect service levels or dialer effectiveness.
• Communicate in real-time any systems issues to IT.
• Review real-time queue reports, data usage reports, daily call trends and real-time and historical outbound dialer data. Identifies any issues and communicates them on an ongoing basis to Management.
• Assist in the projection of staffing requirements for each campaign, as required
• Assist with the deployment of staff during system outages/emergencies to ensure all client requirements are being met, as required
• Receive attendance calls and update Attendance Tracker.
• Champion company core values and other company programs
• Other duties as assigned

What We're Looking For:

Education

High School Diploma or Equivalent

Experience

Minimum six months successful experience in an agent role in the Company, or equivalent experience outside of the Company

Previous supervisory or managerial experience would be an asset

Intermediate to advanced MS Excel proficiency preferred

Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job

Reports to:  WFM Real Time Analytics, Manager

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.  

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

 

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Website – https://www.billgosling.com/careers

 

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

 

Bill Gosling Outsourcing – Where your career thrives!