Summary
Location
Santa Rosa
Type
full-time
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About this role
Provide clear and concise statistical reporting in a diverse environment.
Monitor intra-day call traffic and real time staffing to ensure that the following are met on an interval and daily basis:
optimal service levels
metric goals
Make timely, proactive recommendations to management based upon changing business needs and maintain detailed record keeping.
Manage daily service levels according to plan.
Coordinate planned staffing with operations management.
Make recommendations to operations management on staffing levels to balance service objectives and cost.
On a real-time basis, keep operations and workforce management informed of service risks or issues.
Maintain on a real-time basis the agents’ schedule.
Act as a central point of communications for any technology or facility issues affecting call center and support operations.
Perform other duties as required.
Other facts
About Asurion
uBreakiFix by Asurion provides professional repair services for anything with a power button, from smartphones, tablets, and computers to game consoles, smart speakers, and drones—and everything in between. While common repairs include cracked screens, battery issues, and water damage, our repair experts have fixed millions of devices and can help with most any tech mishaps. We offer free, no-obligation diagnostics on all gadgets, as well as a low-price guarantee and 90-day warranty on all repairs. When tech breaks, we can fix it at nearly 700 uBreakiFix by Asurion stores across the U.S. and Canada, plus a network of more than 600 We Come to You mobile repair vehicles.
Visit uBreakiFix.com for more information.
What you'll do
- The Real Time Analyst is responsible for managing resources in real-time to ensure adequate staffing for incoming calls. They monitor call traffic and staffing levels, making recommendations to management based on business needs.
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