This is a Real-Time Analyst role responsible for forecasting contact center work for inbound and outbound customer care call and chat types.
Key Responsibilities
* Monitor contact center performance, make real-time staffing adjustments to ensure service goals are met, setting and adjusting skills.
* Optimize the use of real-time monitoring tools and workforce management techniques to improve resource efficiency and effectiveness.
* Monitor multi-site real-time adherence and communicate with sites when agents are out of adherence.
* Analyze current day's queue performance, compare with staffing plan and historical data to develop a course of action to ensure service level goals are met.
* Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets and provide daily performance reports to Customer Support stakeholders.
* Maintain constant communication across departments/sites/regions to acquire and communicate details that influence call volume delivery, average handle time or adherence against schedules.
* Track, address and escalate interrupted work (including system issues) while reporting/tracking any significant developments and providing reallocation recommendations to Customer Support leadership.
About You
* A strong self-starter, able to work independently or with a group.
* Two years' relevant working experience in a call center.
* Previous experience in workforce management tools preferred (Alvaria, Oceana, etc.).
* High proficiency in MS Excel and data analysis preferred.
Benefits
* A competitive compensation package.
* The Employee Stock Purchase Plan (ESPP).
* Parental leave with 18 weeks at full pay or 36 weeks half pay.
* Employee Vehicle Loan Program.
* Novated Leasing (AU only).
* The Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to them.
* Bike to work – $10 per day if you cycle to work.
* Birthday Leave & Volunteer Leave.
Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.