Work-At-Home WFM Real Time Analyst (Seasonal)

Who we are

We are Harte Hanks a global marketing firm that specializes in helping brands win attention, build trust and earn loyalty in an ever-changing world. Experts in defining, executing and optimizing the customer journey, we create meaningful interactions that connect our clients with their customers in more powerful ways. From visionary thinking to tactical execution, we’re changing the game of customer engagement—we’re bringing the human back to customer experience.

The ask

We are looking for energetic and passionate individuals to join our team in a seasonal capacity to continuously monitors Real Time Adherence (RTA) to identify queues, maintain service levels and Average Speed Answer (ASA), identify unproductive associates and manage areas with usual calling patterns within an assigned Client.

You’ll have the opportunity to work with talented and motivated people who bring together expertise, insight and a shared ambition of creating the best work, every time.

Who you are

Collaborative, Fun, Curious: Harte Hanks is a flat organization where a great idea can come from anywhere. Harte Hanks is in the midst of a business transformation that is both exciting and evolving. You are a life-long learner by nature and enjoy being part of a culture willing to take measured risk while innovating.

What you’ll do

As a work at home team member, you’ll get the flexibility to balance work and life while having access to all the tools and resources you need.

Monitor real-time queues and identifies potential issues for the assigned Client.

Support, create and oversee proper documentation of processes and/or employees and ensures adherence to Harte Hanks policies and guidelines.

Establish and maintain communication with clients and/or team members; understands needs and resolves relevant issues.

Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Regulate real-time call volume in a multi-skill call center environment.

• Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing levels and to determine the most effective methods for staffing adjustments.
• Assess availability for training, special projects and other functions.
• Track performance of call routing strategy and makes recommendations to improve service levels and efficiency.
• Provide clerical support as required.
• Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity.
• Act as the central point of contact for all schedule exceptions and time off requests.
• Assure the timely dissemination of reports and information.
• Update CMS agent groups and split/skill lists.
• Ensure that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
• Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
• Assist management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
• Complete special projects as required.
• Efficient in managing time and keeping track of multiple schedules; meetings and initiatives.

Perks

100% work from home

What you need

Work experience with Call Center applications.

1-year experience in Workforce Management preferred.

Ability to work with MS Office: MS Excel (functions/formulas).

Efficient in managing time and keeping track of multiple schedules; meetings and initiatives.

Ability to work in a quiet home office space

Laptop/desktop (PC, no Mac) and headset

High Speed internet access with either DSL, cable, or fiber optic

Internet Explorer 11.0 or higher, Chrome (current version)

Anti-virus Software: Must have a current compatible version installed

• An equipment assessment will occur during the hiring process to determine if your PC capabilities are a match.

Additional details:

Variety of shifts: Sunday 8:00AM-12:00PM, Monday-Friday 6:00am-6:00PM and Saturday 8:00am-4:00pm.

All shifts require weekends with a minimum of 30 hours a week.

We have work at home positions for those living in TX, AR, FL, IL, KS, NH and NJ.

Equal Opportunity Employer/M/F/H/V

Job Type: Temporary

Pay: $18.00 - $19.00 per hour

Schedule:

• Monday to Friday

Experience:

• Call Center: 1 year (Required)
• MS Excel (functions/formulas).: 1 year (Required)
• Workforce Management: 1 year (Required)
• Call Center Applications: 1 year (Required)

Work authorization:

• United States (Required)

Work Location:

• Fully Remote

Employment Length:

• 4 - 6 months

Company's website:

• www.hartehanks.com

Work Remotely:

• Yes