Product Support RTA

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

NSKJob Title:            Real-Time Analyst, Workforce Management

Depatment:                Commercial Operations

FLSA Status:              Exempt

Position Overview:

The Real-Time Analyst (RTA) is responsible for monitoring workloads across all customer interaction channels throughout the day to ensure service level and KPI expectations remain achievable during all hours of operation. These objectives should remain aligned with predetermined staff schedules and any implemented plans of attack (POAs) which may require real-time adjustments to address multiple factors such as unplanned coverage gaps or volume spikes.

This team member should have very strong written and oral communication skills with the ability to evaluate and understand the requirements of a request to produce effective solutions quickly. This position also requires a person with the flexibility to move between routine operational tasks and real-time needs seamlessly.

Responsibilities:

• Real-time monitoring of workload volumes, KPIs and staff utilization across all customer interaction channels
• Implement schedule adjustments & communicate the real-time reallocation of staff based on shifting workload patterns and coverage gaps to ensure KPIs and productivity goals are met
• Coordinate & approve real-time agent schedule exceptions w/ business partners at the department enterprise-level
• Communicate actionable feedback to business partners associated to agent-level productivity, schedule adherence, or call avoidance concerns
• Identify & report staff absenteeism and associated impacts
• Communicate intraday KPI dashboard to key stakeholders
• Build & maintain strong relationships with WFM partners to ensure shared objectives are consistently met
• Partner with the Learning & Development team to ensure all agent-level training requirements are completed as scheduled
• Performs other duties as required

Education and Experience:

Minimum Requirements:

• Associates/Bachelor’s degree or equivalent combination of education & experience
• 2+ years of related experience working within a call center environment
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholder across the organization
• Demonstrates both decision making and complex problem-solving capabilities to act decisively, promptly, and confidently
• Ability to maintain confidentiality and adhere to all privacy/security policies

Preferred Skills and Competencies:       

• Contact Center & WFM platform tool experience (exposure to Amazon Connect & Calabrio a plus)
• CRM tool experience (exposure to Salesforce.com a plus)
• Strong Microsoft Excel skills with working knowledge of other MS Office applications
• Proven ability to prioritize, multitask, and successfully manage multiple initiatives within a fast-paced work environment with competing demands
• Confident & self-aware team player open to providing/receiving feedback to/from peers and colleagues
• Perceptive & critical thinker with the ability to solve challenges creatively while maintaining composure in critical situations
• Outstanding attention to detail
• Excellent communication skills are critical

Physical Requirements (if applicable):        

• General office environment & may sit for long periods of time
• This position may require travel (domestic and international) to remote partner call centers