Real-Time Analyst

Job Requisition ID #23WD72318Position OverviewAre you a passionate and experienced real time analyst who is passionate about enhancing our global service level performance and reducing customer wait times? Are you obsessed with data & analysis and thrive on providing Managers with actionable insights? If yes, READ ON! You may be a great fit for Autodesk’s Customer Technical Success Organization.As a Real-Time Analyst, you'll play a pivotal role within the Workforce Management team, contributing significantly to our overall success. Collaborating closely with the broader WFM team, your primary responsibility will be to ensure the consistent delivery of exceptional customer support in real-time. With prior WFM experience and a strong grasp of contact center operations, you possess a natural aptitude for analytical work and can swiftly communicate your findings. Your outstanding communication skills will enable you to establish strong relationships with internal teams. Shift Timing - 4.30 PM - 1:00 AM ISTResponsibilitiesDaily real-time monitoring of service levels across several different channels & languages Ensure there is sufficient schedule coverage for all modalities  Maintain high level of accuracy whilst completing daily schedule change requests Oversee agent performance from all teams at all sites Ensure real-time adherence to expected capacity, comparing it to actual performance to achieve service level and key metric targets Complete root-cause analyses to determine and quantify reasons for missed service levels Compile and distribute performance-related reports Build and maintain strong relationships with key stakeholdersAble to work both independently and collaboratively within a team across multiple time zones Minimum Qualifications4+ years of experience in a contact center environment 4+ years previous experience in Workforce Management with strong understanding of Real Time ManagementProven experience with Calabrio or other WFM platforms (IEX, Verint, Aspect) Strong interpersonal and communication skills, enabling effective communication with diverse stakeholdersExceptional problem-solving abilities, coupled with a creative mindset for improving models and processesAdvanced knowledge of Microsoft Office tools to include Excel, Access, Word, and PowerPoint Preferred software experience: Salesforce #LI-SV2Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!Salary transparencySalary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).