Real Time Analyst Lead - UK based - Music Streaming Service
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ModSquad has partnered with a very popular music streaming service, and we are seeking a smart, ambitious, and hard-working Real-Time Analyst Lead (RTA Lead).
In this role, you will be responsible for managing a team of RTA’s. Your team will be responsible for real-time adherence and queue management for business operations to ensure the correct staffing to answer a forecasted volume of incoming customer contacts at the desired service level agreements.
Availability:
Full-Time
Project Hours:
Standard business hours in UK time
Rate:
To be discussed during interview phase
Commitment:
40 hours per week
Responsibilities:
● Proactively lead a team of RTAs to enable them to achieve their KPIs. Be fair, but hold RTA’s accountable when they do not meet the expectations.
● Understand what levers to pull to improve outcomes and take action to meet goals.
● Ensure RTA’s have clear expectations. Provide effective feedback on their performance and guidance to improve.
● Give RTA’s actionable feedback in regular 1:1 meetings. Ensure they have a clear understanding of their development points and progression pathways.
● Conduct weekly team meetings to discuss the responsibilities of the team for the week.
● Review your team's work by regularly spot-checking, understanding the areas they need to work on to improve.
● Promote continuous improvement. Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable.
● Assist with hiring and onboarding talent to the team.
● Be the point of contact for other departments while on shift and manage communication with site leadership teams, WFM and other CS teams.
● Positively influence the attitudes and behaviours within the Contact Center.
● Support and lead on WFM related projects.
What We Are Looking For:
Computer Specifications Needed:
WorkSpace Requirements:
***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!
Please note: A Chromebook is not sufficient for ModSquad projects.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process
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