Location: Buffalo,NY, USA
This real-time Analyst role is responsible for forecasting contact center work for inbound and outbound customer care call and chat types. They will work closely with the contact center leadership teams to understand volume drivers in order to predict future volume with limited variance on the daily and weekly levels. This will require advanced analytical skills to analyze historical contact volumes to identify what drives volume into Tesla Energy Customer Support center. This will also require strong communication and collaboration with the numerous operational teams at Tesla to understand what drives contact volume into those groups.
This is a full-time onsite position in Buffalo, NY. Relocation assistance available for candidates who are not local.
* Monitor contact center performance and make real-time staffing adjustments to ensure that 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 days 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 provides reallocation recommendations to Customer Support leadership
* Ability to work nights and weekends as needed
* Strong self-starter, ability to work independently or with a group
* 2 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