Hybrid Senior Real Time Analyst en Autodesk

25WD86561

Role overview

As a Real-Time Analyst, you'll play a pivotal role within the Workforce Management team, contributing significantly to our overall success. Collaborating closely with the broader WFM team, your primary responsibility will be to ensure the consistent delivery of exceptional customer support in real-time. With prior WFM experience and a strong grasp of contact center operations, you possess a natural aptitude for analytical work and can swiftly communicate your findings. Your outstanding communication skills will enable you to establish strong relationships with internal teams.

Responsibilities

• Daily real-time monitoring of service levels across several different channels & languages

• Ensure there is sufficient schedule coverage for all modalities

• Maintain high level of accuracy whilst completing daily schedule change requests

• Oversee agent performance from all teams at all sites

• Ensure real-time adherence to expected capacity, comparing it to actual performance to achieve service level and key metric targets

• Complete root-cause analyses to determine and quantify reasons for missed service levels

• Compile and distribute performance-related reports

• Build and maintain strong relationships with key stakeholders

• Able to work both independently and collaboratively within a team across multiple time zones

Minimum Qualifications

• 4+ years of experience in a contact center environment

• 4+ years previous experience in Workforce Management with strong understanding of Real Time Management

• Proven experience with Calabrio or other WFM platforms (IEX, Verint, Aspect)

• Strong interpersonal and communication skills, enabling effective communication with diverse stakeholders.

• Exceptional problem-solving abilities, coupled with a creative mindset for improving models and processes.

• Advanced knowledge of Microsoft Office tools to include Excel, Access, Word, and PowerPoint

• Preferred software experience: Salesforce

Learn More

About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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