2+ years of experience in a real-time analysis or workforce management role, preferably in a call center or customer service environment
Strong analytical and problem-solving skills with the ability to make data-driven decisions quickly
Proficiency in workforce management software and tools (e.g., Peopleware (Injixo, Verint, NICE, or similar)
Excellent communication skills with the ability to interact effectively with various stakeholders
Ability to work under pressure and adapt to changing priorities in a fast-paced environment
Intermediate to advanced skills using Microsoft Excel (i.e. advanced formulas, pivot tables
Work Environment:
Full-time and may require flexibility in working hours to cover different shifts or time zones
This is an in-office role at our corporate office in downtown Ft. Lauderdale.
Additional Information
Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury
Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.
The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.
The Employee Promise
At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.
By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.
Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.
Job Summary
The Real Time Analyst serves as a critical link in our Workforce Management team, monitoring live performance metrics to ensure seamless service delivery. By leveraging real-time data and agile decision-making, you will optimize workforce utilization and drive immediate improvements in operational efficiency and service standards.
Essential Functions
Real-Time Monitoring:
Monitor and analyze real-time operational data to ensure adherence to service levels and performance targets.
Track call volumes, agent availability, and other key metrics to proactively address any deviations from the forecast.
Issue Resolution:
Identify and resolve any issues that may impact service levels or operational efficiency.
Collaborate with leadership to address staffing shortages, unexpected absences, or other real-time challenges.
Data Analysis & Reporting:
Generate real-time performance reports and dashboards to provide insights into operational trends and issues.
Analyze real-time data to identify patterns and recommend improvements for workforce management.
Communication & Coordination:
Act as the primary point of contact for real-time operational issues, coordinating with various departments to ensure timely resolution.
Communicate effectively with frontline staff and management to convey real-time performance metrics and action plans.
Forecasting & Scheduling Support:
Provide input on real-time data to assist in forecasting and scheduling processes.
Support the workforce planning team with historical and real-time data to improve future forecasts and schedules.
Competency
Education:
Bachelor's degree in Business Administration, Statistics, Data Science, or a related field preferred; equivalent work experience may be considered
Ritzcarltonyachtcollection · Ft. Lauderdale