Remote OCCC Real Time Workforce Management Analyst

OverviewAre you self-motivated? Do you enjoy solving problem solving? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team!We are seeking a talented Real Time Analyst (RTA) for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.You’ll join a team backed by more than 120 years of delivering top-notch service, and you’ll be a key player in maintaining our reputation as the best in pests.Want to Join the Best in Pest? Go Pro with Orkin. Apply from your phone in minutes! 📱ResponsibilitiesPurpose of the jobAt Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams.Our Real Time Analysts are responsible for monitoring and reporting all elements of call center staffing to ensure departmental productivity and profitability goals are met. This role will facilitate real time discussions with the Leadership team regarding forecast variances and recommend changes for accuracy and effectiveness.You will…Use workforce management tracking tools to maintain information on employee activity and status, including schedule assignments and absences, meetings, and other schedule exceptionsAnalyze information on agent activity and forward items requiring attention to managementReport on results achieved and document any measures implemented during each shiftDevelop knowledge of the call routing system to ensure proper utilization of distribution rules (tiering matrix) as the center’s needs evolve over the dayMake real-time adjustments for team meetings, training, coaching and other off-phone tasks as requiredMonitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possibleComplete root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracyKey daily exception requests, update schedules and respond to escalated issues and ad-hoc requestsCollaborate with Leadership on identifying opportunities to further optimize our workforce We Offer…A Competitive Compensation package with upward earnings potentialComprehensive benefits package including medical, dental, vision & life Insurance401(k) plan with company match, employee stock purchase planPaid vacation, holidays, and sick timeEmployee discounts, tuition reimbursement, dependent scholarship awardsInclusive training programs as the industry leader Why Orkin?Founded in 1901, Orkin Pest Control is a global residential and business service providerConsecutive years of improved earnings with over 2 million customersOrkin is financially stable and growing as the largest subsidiary of Rollins, , (NYSE: ROL), headquartered in Atlanta, GAOrkin’s National Contact Center is a high energy, fun and collaborative work environment with strong managementAre you ready to be an Orkin Pro?QualificationsWhat’s requiredHigh School/GED1 - 2 years of experience utilizing a scheduling software (Verint Preferred)1 - 2 years of experience in a multi-channel call center environmentWe will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law Experience in building/reporting in PowerBI or similar reporting systems a plus! Work From Home RequirementsAppropriate workspace in your home, private/semiprivate home-office space free of distractions and background noiseA workspace with adequate furnishings (e.g., a desk and chair) and lightingMinimum of 50 mbps download/20 mbps upload or higher, high speed internet connection with the ability to hard wire directly to a modem (speed test must be completed via speedtest.net) What You’ll NeedExcellent interpersonal and communication skillsBasic computer skills in various software and web-based applicationsProficient in Microsoft OfficeComfortable working in a high-volume roleDemonstrated ability to prioritize tasks and manage time efficientlyWe encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferencesOrkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer