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U.S. Bank WFM Real Time Analyst (talech) - Tempe, AZ in Tempe, Arizona

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

The Company:

talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. We support the growing numbers and needs of >10,000 customers in North America and EMEA. In late 2019 talech was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.

Job Description: Technical Support Workflow Coordinator

talech seeks to expand its talented Workforce Manager team with an experienced Real Time Analyst to help us monitor talech’s Support volume. In this role you’ll be responsible of real time monitoring of the service levels and site performances during the day. Monitor incoming volume for all channels from inbound phones, chat, and emails. The RTA Analyst will also be responsible for the real time adherence for the Customer Support Team, by monitoring daily volume trend, processing attendance, entering exception codes, providing hourly reports. The ideal candidate should be an analytical puzzle-solver with a natural of having a keen eye for detail and accuracy.

Objectives of this Role:

Monitoring queue volume/trends, identify any underlying issues/outages. Managing a multi-channel environment from real time adherence, processing absenteeism, adjusting schedules, entering exceptions code to ensure project KPIs are meet.

General Duties (Includes but is not limited to the following):

  • Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day.

  • Monitoring of sick line, tardiness, etc. & entering Real Time exceptions into scheduling software (absences, tardiness, meetings, projects, coaching, overtime, etc...)

  • Implement defcon leverages based on how the LOB is performing

  • Adjust schedules in real time based on shrinkage

  • Process any tickets/exception corrections i.e., projects, coaching, break/lunch adjustments, etc...

  • Maintain project goals on a daily, monthly basis (Service Level, Occupancy, ASA, AHT, etc...)

  • Monitor intraday call volume to ensure call volume is compliance to forecast agreements

  • Sending hourly updates regarding KPI measurements and impactors

  • Perform other duties as assigned

Our Ideal Candidate Has:

  • 1+ years of experience in a contact center environment.

  • 1+ years previous experience in a Workforce Management role as an RTA or Analyst.

  • Proven experience with NICE IEX or other WFM platform.

  • 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.

  • Flexible schedule, including nights and weekends as needed.

  • Advanced Microsoft Excel skills.

  • Ability to prioritize and meet tight deadlines.

  • Analytical with attention to detail.

  • Ability to maintain composure in critical situations and communicate clearly with stakeholders.

  • Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .

EEO is the Law

Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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