Real-Time Analyst, CARE WFM

Our Team

The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for handling within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst implements contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.

What You Will Do

• Distribute intraday and daily service KPI performance reports, including commentary to various collaborators.
• Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
• Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.
• Manage real-time agent adherence to schedule and log relevant schedule exceptions.
• Monitor all contact types and implement defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
• Process ticket requests within established internal SLAs.
• Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
• Investigate and file tickets relating to general system outages affecting the center.
• Facilitate communications with IT teams towards the minimizing of center downtime.
• Prepare, maintain and update RTA SOP documentation as identified and requested.
• Make recommendations toward performance improvement including training and shift adjustments needs.

Your Qualifications

At VistaPrint, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities

• Highly resourceful with the ability to work independently and take initiative.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to communicate with many different levels of personnel.
• Be open to change and must be flexible, able to work all hours and weekends.
• Ability to juggle multiple and changing priorities efficiently and effectively.
• Skills for effective data analysis and reporting.

Nice to Have

• Associate Degree in a Business or Statistics related field preferred or equivalent work experience.
• Strong skills in Microsoft Office with emphasis on Excel.
• Experience with working with ACD’s, IVRs, and Workforce Management Contact Center tools.
• Experience in Real-time Monitoring, Scheduling, or Forecasting.

Why You'll Love Working Here

There is a lot to love about working at VistaPrint. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us

VistaPrint is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. Together, VistaCreate, 99designs by Vista and VistaPrint represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. VistaPrint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Commitment to Diversity, Equity, & Inclusion

VistaPrint exists to help our customers live their dreams. Each dream is unique – and the VistaPrint team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

VistaPrint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.