Kayla M. Email and Phone Number

The Real-Time Analyst is a support role that spends most of the workday observing queues, changing attributes and working with Care Supervisors to best keep the site goals aligned and in focus. This position is responsible for learning and understanding all aspects of the retail customer service environment including queues, schedule adherence, service levels, ASA’s and scheduling to be able to keep customer wait times optimal and overall site functionality.An RTA maintains prompt, efficient and accurate data entry to ensure report accuracy. This position exhibits superior computer skills and both verbal and written communication skills, as well as a broad understanding of call centers. We are self-motivated, while maintaining the overall focus on site success.An Ashley RTA must have the skills and ability to keep emotions in check in order to seamlessly move from one situation to the next.• Analyze and manage call volume in real-time across multiple queues. Prioritizing and optimizing staffingto meet these call volumes while balancing multiple priorities.• Collaborates closely with management and other site personnel to achieve high level goals andpromotes a focus, goal driven environment.• Monitors associate real time schedule adherence, all unplanned activities and coordinates approvedactivities with management.• Distributes out hourly performance updates including interval and intraday service levels, forecastcompared to actual, ASA and call outs.• Updates exceptions to schedule adherence via Workforce Management system and correlated Excelsheets. Ensuring related databases are updated for accuracies.• Direct line of contact for call center agents reporting exceptions to their schedules and other inquiries.• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.• Actively participate in departmental meetings, training and education. Assist with training otheremployees and providing backup.

Single Point of Contact for over 200 International accountsResearch the customer inquiry using all available resourcesMake outbound phone calls to resolve customer issuesProcess investigations for lost packagesEntering damage investigation for damaged packagesCommunicate with Sales Resources via email, inbound/outbound callsSend concerns and emails to internal departmentsWork every customer and Sales Resource concern with full ownership