Job Description

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Real-Time Analyst

As a Real-Time Analyst, your primary objective is to ensure that real-time performance is consistently aligned with business goals. You will achieve this through proactive monitoring, timely escalations, and effective intraday management. You will be responsible for tracking key performance indicators, managing intraday queues, and ensuring service level targets are met while upholding the company's core values.

Key Responsibilities & Performance Expectations:

• Intraday Queue & Real-Time Management

  • Proactively monitor real-time performance and identify operational risks.

  • Execute timely staffing actions and escalations with no missed opportunities.

  • Maintain Schedule Adherence to the specified target.

  • Ensure Phone Occupancy (OCC) remains within the specified target.

  • Manage Chat queues to keep the Average Speed of Answer (ASA) within target.

• Service Level Achievement

  • Drive operational performance to consistently meet or exceed the Service Level target.

• Service & Operational (S&O) Standards

  • Consistently align daily work, behavior, and decision-making with the Compass Mission, Vision, and Purpose.

• Daily Reporting Accuracy & Timeliness

  • Prepare and submit all required daily reports accurately and on time.

  • Ensure a standard of zero missed reports and zero escalations due to reporting issues.

  • Perform manual processing of data for real-time performance analysis.

Requirements and Characteristics:

• Must be able to commit to your work schedule, be punctual, and be accountable for your actions.

• Remain engaged and responsive to all internal communications.

• Self-reliant with an information seeker mindset.

• Keen problem solver with the ability to think on your feet.

• Trusted and uses good judgment.

• Encouraged to express your opinion within the context of professionalism.

• Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.

• Cultivate team culture according to Compass’ values and promote a positive work environment.

• Knowledge: Must possess knowledge or relevant experience in real-time analytics

• Must be able to summarize, visualize, and present data with the knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.

• Analytical skills: Possess analytical skills to review information, analyze data, and make appropriate recommendations for improvement

• Communication skills: Have strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues

• Organizational skills: Able to manage a range of tasks, prioritize responsibilities, and meet deadlines

• Ability to handle pressure: Work effectively in fast-paced situations, and adapt to rapid changes in information, process, direction, or immediate workflow.

Qualifications and Physical Requirements with or without reasonable accommodation:

• High school diploma or equivalent with a minimum of 2 years of WFM in BPO or related experience

• Must have a strong internet connection with the ability to support online systems and applications

• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing

• Ability to operate a computer/laptop and a headset

• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e., for the duration of an 8-hour shift)

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

• Decisiveness and attention to detail.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Bring your own device (BYOD) job