Republic Services Real Time Mgmnt Analyst in Indianapolis, Indiana
Republic Services, Inc. is a leader in the U.S. environmental services industry. Through our subsidiaries, we provide superior customer experience while fostering a sustainable Blue Planet(r) for future generations to enjoy a cleaner, safer and healthier world. Due to the nature of our industry, we make safety our top priority every day. We're dedicated to the safety of our employees, customers and the communities we serve.
Why Work with Us
We are guided by five essential core values - to be Respectful, Responsible, Reliable, Resourceful and Relentless in all we do, every day. We are reminded of these principles every time we see the five R's joined together to form the Republic Star. It's what makes us who we are and sets us apart from the competition. We are dedicated to doing our part to preserve the environment by creating a cleaner, safer and healthier world where people thrive - not just for today, but for generations to come.
We hire the best people to make Republic Services a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We strive to create a workplace that's meaningful and rewarding to employees at all levels of the organization. Apply today and join our team!
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.
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.
Experience with Calabrio WFM 9.x or later and CUIC 10.x or later.
Proficient in MS Excel, Word, Outlook and PowerPoint.
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 Benefits
Eligible 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.
• 401(k) 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.
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.
We work for Earth. Every day, we come to work with two purposes in mind – serving our customers and doing our part to preserve our Blue Planet®. Our commitment to both has led to such things as landfill innovations, solar energy projects, community education designed to teach people to properly recycle, ongoing efforts to reduce our vehicle emissions and improving safety through technology—to name a few. To put it simply, we are 35,000 guardians of the environment, striving to make the world a better place.
Republic Services is more than a recycling and waste services company. We are a company dedicated to turning waste into possibilities. Together, united under the Republic Star, we are working for a cleaner, safer and healthier world where people thrive, not just for today, but for generations to come.