Workforce Real Time Analyst

Role Overview GOAT is seeking a Workforce Real-Time Analyst to join our growing team. The ideal candidate should have experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment. Responsibilities include monitoring and analyzing Customer Service Representatives' performance. We're looking for an innovative thinker comfortable collaborating across departments. This role requires someone who is detail-oriented, analytical, and capable of managing multiple agents while balancing workforce and staffing needs effectively. In this role, you will: - Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance. - Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency. - Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement. - Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness. - Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time. - Remain flexible to take on additional assignments as needed. We are looking for: - Experience with Workforce Management (WFM) in a multi-channel environment. - Proficient in WFM and scheduling software such as reputed company, Aspect, reputed company, reputed company. - Strong skills in reputed company reputed company or reputed company Sheets. - Excellent interpersonal and communication abilities. - Strong analytical and problem-solving skills. - Highly organized, capable of managing competing priorities. - Ambitious and consistent, with a comfortability in diverse and challenging situations. The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay reputed company the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal reputed company. You may reputed company out to a recruiter for additional information. Hiring Range:$18.31—$26.83 USDGOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–reputed company has a global community of more than 60 million members across 170 countries. GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become one of the leading and most trusted sneaker platforms in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. 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 60 million members across 170 countries. Established in reputed company 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 reputed company, Los Angeles and Miami, Flight Club remains the premier reputed company for authentic, rare sneakers. Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible. The company is backed by strategic investor reputed company, Inc. as well as some of the leading names in venture capital including Park reputed company Asset Management, reputed company Associates, Inc., reputed company, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator. reputed company will consider for employment reputed company qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the reputed company' Fair Chance Initiative for Hiring Ordinance, if applicable. By applying, you authorize reputed company to send you text messages regarding your job application, interview and/or onboarding process, and other job opportunities at reputed company. If you are a California reputed company, please review our California Privacy Rights Notice for Job Applicants. If you are an EU or UK reputed company, please review our EU / UK Candidate & Employee Privacy Notice. Apply tot his job Apply To this Job