Job description
About the Team
GOAT is seeking a Workforce Real Time Analyst to join the growing team. This individual should have experience with occupancy, schedule adherence and contact center KPIs for a fast-growing business and performance-based culture. You will be responsible for the monitoring and analysis of Customer Service Representatives performance. The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments. This role requires someone who is detail oriented, analytical, capable of monitoring multiple agents, and able to successfully balance the workforce and staffing.
In this role, you will:
- Responsible for completing real-time analysis of agent occupancy and schedule adherence
- Analysis of staffing levels, gaps in scheduling, and overall staffing performance
- Follow Customer Service standards while maximizing labor efficiency
- Manage the Workforce intra day performance
- Monitor and report shrinkage trends
- Report on oldest contact by team, backlog, and skipped contacts
- Be flexible to manage other assignments as they arise
- Maintain agent master file of staffing, update attrition and department changes
- Effectively communicate to operations any outlying agent performance in real-time
We are looking for:
- Experience with WFM, preferably in a multi-channel environment
- Previous experience with WFM and scheduling software
- Strong Microsoft Excel skills
- Excellent interpersonal and communication skills
- Strong analytical and problem solving skills
- Highly organized with the ability to manage sometimes competing priorities
- Ambitious, consistent, and comfortable with diversity and adversity
GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.
Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers.
The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
We encourage you to apply even if you feel unsure about whether you meet every single requirement. We look for people who are passionate about what we do, not just those who check off all the boxes.
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.
If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.