What are the responsibilities and job description for the Real Time Workforce Management Analyst (Remote) position at Orkin LLC?
Do you want to be a part of the Orkin Story? We have a GREAT story to tell and those chapters come from many men and women who had not previously considered the pest management industry.
At Orkin, our purpose is to help protect the world where we live, work and play.
Our Real Time Analysts (RTA) help us deliver on this purpose by supporting our customers and field locations at our full service National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service and termite billing/claims teams.
RTA's are responsible for monitoring and reporting all elements of call center staffing to ensure departmental productivity and profitability goals are met. This role will facilitate real time discussions with the Leadership team in regards to forecast variances and recommend changes for accuracy and effectiveness.
If you are highly organized and enjoy problem solving in a fast paced environment, then you will want to be a part of the Rollins Winning Tradition. Check out our RTA position that can turn into so much more!
The Opportunity:
The successful Real Time Analyst will possess the following abilities and will be responsible for:
- Uses workforce management tracking tools to maintain information on employee activity and status, including schedule assignments, and absences; meetings and other schedule exceptions.
- Analyzes information on agent activity and forwards items requiring attention to management.
Reports on results achieved and documents any measures implemented during each shift.
Develops knowledge of the call routing system to ensure proper utilization of distribution rules (tiering matrix) as the center’s needs evolve over the day.
Makes real-time adjustments for team meetings, training, coaching and other off-phone tasks as required.
- Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
Completes root-cause analyses to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy.
Keys daily exceptions requests, update schedules and responds to escalated issues and ad-hoc requests.
- Collaborates with Leadership on identifying opportunities to further optimize our workforce.
We Offer:
- A Competitive Compensation package with upward earnings potential
- Comprehensive benefits package including medical, dental, vision & life Insurance
- 401(k) plan with company match, employee stock purchase plan
- Paid vacation, holidays, and sick time
- Employee discounts, tuition reimbursement, dependent scholarship awards
- Inclusive training programs as the industry leader
Why Orkin?
- Founded in 1901, Orkin is a global residential and business service provider who provides the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers
- As the industry leader, we value PEOPLE, PROGRESS and PROFESSIONALISM
- The Pest Management Industry is growing – and is a recession resistant line of business
- Orkin is financially stable and growing as the largest subsidiary of Rollins, Inc., (NYSE: ROL), headquartered in Atlanta, GA
- Orkin’s National Contact Center is high energy, fun and collaborative work environment with a high performing inbound lead generation strategy
Are you ready to write your ORKIN CAREER STORY?
Requirements:
We require ability to pass a drug screen and background check.
Additional context: competitive earnings, career, management, military, call center, workforce management, real time analyst, staffing analyst, workforce planning
Experience
Required- 1 - 2 years: Experience utilizing a scheduling software
- 1 - 2 years: Experience in a multi-channel call center environment
Education
Required- High School/GED or better
- Bachelors or better
Skills
Required- Results Oriented
- Communication
- Problem Solving Ability
- Customer Service
- Leadership
Behaviors
Required- Team Player: Works well as a member of a group
- Dedicated: Devoted to a task or purpose with loyalty or integrity
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Leader: Inspires teammates to follow them
- Loyal: Shows firm and constant support to a cause
Motivations
Preferred- Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Self-Starter: Inspired to perform without outside help
- Goal Completion: Inspired to perform well by the completion of tasks
- Financial: Inspired to perform well by monetary reimbursement
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
