200+ applicants

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Company

Original Job Post

Insulet Corporation · 4 days ago

Real-Time Analyst, Workforce Management

United States

Full-time

Remote

Entry, Mid Level

$56K/yr - $84K/yr

2+ years exp

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Health CareMedical

H1B Sponsorship

Comp. & Benefits

Insider Connection @Insulet Corporation

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Real-time monitoring of workload volumes, KPIs and staff utilization across all customer interaction channels (voice, chat & email)

Implement schedule adjustments & communicate the real-time reallocation of staff based on shifting workload patterns and coverage gaps to ensure KPIs and productivity goals are met

Coordinate & approve real-time agent schedule exceptions w/ business partners at the department enterprise-level

Communicate actionable feedback to business partners associated to agent-level productivity, schedule adherence, or call avoidance concerns

Identify & report staff absenteeism and associated impacts

Communicate intraday KPI dashboard to key stakeholders

Build & maintain strong relationships with WFM partners to ensure shared objectives are consistently met

Partner with the Learning & Development team to ensure all agent-level training requirements are completed as scheduled

Performs other duties as required

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center ExperienceInterpersonal SkillsCommunication SkillsProblem-SolvingDecision MakingConfidentialityContact center & wfm platform experienceCrm tool experienceMicrosoft excelMs office applicationsProject managementSelf-awarenessPerceptiveTeam playerOpen communicationCritical thinkingAttention to detail

Required

Associates/Bachelor’s degree or equivalent combination of education & experience

2+ years of related experience working within a call center environment

Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholder across the organization

Demonstrates both decision making and complex problem-solving capabilities to act decisively, promptly, and confidently

Ability to maintain confidentiality and adhere to all privacy/security policies

Preferred

Contact Center & WFM platform tool experience (exposure to Amazon Connect a plus)

CRM tool experience (exposure to Salesforce.com a plus)

Strong Microsoft Excel skills with working knowledge of other MS Office applications

Proven ability to prioritize, multitask, and successfully manage multiple initiatives within a fast-paced work environment with competing demands

Confident & self-aware team player open to providing/receiving feedback to/from peers and colleagues

Perceptive & critical thinker with the ability to solve challenges creatively while maintaining composure in critical situations

Outstanding attention to detail

Excellent communication skills are critical

Company

Insulet Corporation

Glassdoor

4.0

Insulet Corporation, headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform.

Founded in 2000

Acton, Massachusetts, USA

1,001-5,000 employees

https://www.insulet.com

H1B Sponsorship

Insulet Corporation has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (14)

2022 (29)

2021 (46)

2020 (17)