Workforce Management Business Analyst (Remote)

Company: DealerOn, Inc.
Location: Rockville
Posted on: November 17, 2021

Job Description:

About Us: We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationship, and over 4,000 dealer partners. We are proud of what our company has done, and it's all due to the talented and diverse team we've been lucky enough to assemble. Job Description The Workforce Management Business Analyst will be responsible for real time monitoring of service levels and site performance during the day. This is to ensure effective management of the incoming and outbound phone, email, and portal volume. The position will have high visibility within the intake teams. They will bring technical expertise to ensure the quality and accuracy of that data, then process, design, and present it in ways to intake team management make better decisions. This is a remote mid-level position. Essential Functions: + Daily real-time monitoring of service level agreements for all OEMs. + Oversee agent performance from all intake teams. + Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals. + Monitor call and case volume and performance, identify unusual volume fluctuations, variances, and process performance deterioration; including action plan to reverse negative trends. + Utilize predetermined strategies to advise management (in real-time) on allocation of team resources, accounting for spikes in traffic against projection metrics + Communicate changes to incoming contact patterns to CS leadership and the broader operations team. + Real-time communication with CS management when schedule changes need to be made. + Update and send reports related to the performance of each intake team, including but not limited to shrinkage, occupancy, ACW, and NPT usage. + Build and maintain strong relationships with key stakeholders from all intake teams to ensure objectives are met. + Review and submit the needs for OT requests in real-time with Management. + Identify process improvement opportunities and partner with stakeholders across business units to develop effective communication plans and establish stronger partnerships. + Demonstrate a high level of ethical standards and integrity. + Predicting and identifying flaws in intake management strategies, providing recommendations as needed or at a minimum reporting the efficacy (or ineffectiveness) of strategies to management for adaptation/improvement. Required Skills: + Bachelor's degree or equivalent + 2+ years previous experience in a Workforce Management role as a RTA or Analyst. + 5 years of customer service experience & at least 2 years in a call center environment + High adaptability and flexibility, including the ability to manage deadline pressure, ambiguity, and change. + Ability to multi-task in a fast paced and dynamic environment + Highly adaptable to process and system changes + Ability to understand the data, statistically significant, find trends, correlate outcomes and best practice + Advance Knowledge of Salesforce, Workforce Management and Data analysis tools + Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment. + Decision making and complex problem-solving skills. + Proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and confidently. + Advanced Knowledge in Microsoft Office Suite, Sisense, and Power BI Competencies: + Excellent verbal and written communication skills + Efficiency and organizational skills + Strategic, data-driven thinker + Analytical with attention to detail + Proven ability to build relationships quickly. Job Requirements: + High-Speed Cable Internet connection with a rated speed of 15Mbps + Reliable Internet Service Provider (ISP) necessary to perform job Perks and Benefits: Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including: + Medical, dental and vision insurance + Company matched 401K plan + Flexible PTO + Sick Leave + 4 weeks paid Parental Leave + State of the art technology + Company-paid Basic Life Insurance + Voluntary Supplemental Life Insurance + Voluntary Long-term/Short-term disability insurance + Paid National Holidays + Optional Healthcare/Dependent Care FSA Account DealerOn is an Equal Opportunity Employer. We also participate in E-Verify (for more information, click here: E-verify Participation (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf) and Right to Work (https://www.e-verify.gov/sites/default/files/everify/posters/IER\_RightToWorkPoster%20Eng\_Es.pdf) ). Powered by JazzHR

Keywords: DealerOn, Inc., Rockville , Workforce Management Business Analyst (Remote), Executive , Rockville, Maryland