01Responsibilities
Purpose of the job
At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams.
Our Real Time Analysts 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 regarding forecast variances and recommend changes for accuracy and effectiveness.
You will
Use workforce management tracking tools to maintain information on employee activity and status, including schedule assignments and absences, meetings, and other schedule exceptions
Analyze information on agent activity and forward items requiring attention to management
Report on results achieved and document any measures implemented during each shift
Develop knowledge of the call routing system to ensure proper utilization of distribution rules (tiering matrix) as the centers needs evolve over the day
Make real-time adjustments for team meetings, training, coaching and other off-phone tasks as required
Monitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possible
Complete root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy
Key daily exception requests, update schedules and respond to escalated issues and ad-hoc requests
Collaborate with Leadership on identifying opportunities to further optimize our workforce
We Offer
A Competitive Compensation package (starting at $23 to $25 per hour) 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 Pest Control is a global residential and business service provider
Consecutive years of improved earnings with over 2 million customers
Orkin is financially stable and growing as the largest subsidiary of Rollins (NYSE: ROL), headquartered in Atlanta, GA
Orkins National Contact Center is a high energy, fun and collaborative work environment with strong management
Are you ready to be an Orkin Pro
Qualifications:
Whats required
High School/GED
1 2 years of experience utilizing a scheduling software (Verint Preferred)
1 2 years of experience in a multi-channel call center environment
We will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law
Experience in building/reporting in PowerBI or similar reporting systems a plus!
Work from home requirements
Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
A workspace with adequate furnishings (e.g., a desk and chair) and lighting
Minimum of 100 mbps download/50 mbps upload or higher, high speed internet connection with the ability to hard wire directly to a modem (speed test must be completed via speedtest.net)
What youll need
Excellent interpersonal and communication skills
Basic computer skills in various software and web-based applications
Proficient in Microsoft Office
Comfortable working in a high-volume role
Demonstrated ability to prioritize tasks and manage time efficiently
We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences
Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer
Apply To this Job
Company : Orkin
Salary : Work from home .
