22WD56050

Position Overview

Are you a passionate and experienced real time analyst who is enthusiastic about improving our global service level results and decreasing customer wait time? Are you obsessed with data & analysis? If yes, READ ON! You may be a great fit for Autodesk’s Customer Success Operations Organization

The Real Time Analyst role is an integral member of the Workforce Management team and will play a key role in the team’s overall success. You will work alongside the wider WFM team and will be responsible for ensuring we are delivering consistent, exceptional support to our customers in real time. You have previous WFM experience and good understanding of contact center functions. You are analytical in nature and can decide and communicate quickly and effectively your findings. You have great communications skills and will build solid relationships with internal teams.

Responsibilities

• Daily real-time monitoring of service levels

• Oversee agent performance from all teams at all sites

• Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals

• Communicate changes to incoming contact patterns to operations and the broader WFM team

• Real-time communication with the WFM team when changes need to be made

• Support changes within routing profiles

• Update and send reports related to performance

• Build and maintain strong relationships with key stakeholders

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

• Provide assistance to the WFM scheduling & forecasting team as needed

Minimum Qualifications

• 2+ years of experience in a contact center environment

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

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

• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders in a diverse environment

• Decision making and complex problem-solving skills

• Proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and confidently

• Preferred software experience: Salesforce, InContact

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At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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