WFM Real - Time Analyst

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

Company Information

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. It’s committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

Ideal Candidate

Quince is seeking a Workforce Management Real-Time Analyst to join our rapidly growing Customer Support (CS) team. The Workforce Management Real Time Analyst will be part of the Quince Customer Support organization. This position will play a crucial role in leveraging data to drive insights and strategies aimed at improving customer experience, operational efficiency, and reducing costs within a value-based framework. You will collaborate closely with cross-functional teams to ensure reporting is available for business decisions impacting the contact center.

Responsibilities

• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting, planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Oversee and manage real-time response to events such as technical outages, application failures, unanticipated closures, and escalates to appropriate internal and external teams when needed.
• Monitor and process real-time adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting.
• Collaborates with Operations to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
• Communicates effectively with agents and operations when monitoring.

Requirements

• (No specific requirements listed in the provided text)