Workforce Management Real-time Analyst (Part-Time)

Whisker is the maker of Litter-Robot, Feeder-Robot, and At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it's a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 700+ passionate team members.

Summary:

We are hiring a Part-Time Workforce Management Real-Time Analyst. This person will monitor and manage workforce performance in real-time to ensure service level objectives are met. The ideal candidate will have a strong analytical mindset, exceptional communication skills, and a proactive approach to optimizing scheduling, staffing, and productivity in a fast-paced environment

The schedule for this role will be: Saturday - Monday, 9 AM - 5:30 PM EST

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

Continuously monitors agent performance and call center metrics (e.g., service levels, average handle time, occupancy, and queue activity)
Identifies potential staffing issues, such as overstaffing or understaffing, and takes corrective actions in real-time
Makes intraday schedule changes, such as breaks, lunches, or shift adjustments, to meet forecasted demand
Reallocates resources or adjusts priorities based on call volume trends and unexpected surges
Serves as the primary point of contact for real-time escalations and staffing needs
Collaborates with team leaders, supervisors, and workforce planning teams to address immediate challenges
Communicates any outages, technical issues, or staffing shortages to relevant stakeholders promptly
Creates and distributes intraday performance reports to stakeholders
Identifies patterns and makes recommendations for improving efficiency, reducing costs, and enhancing customer satisfaction
Utilizes workforce management software to analyze real-time performance data
Ensures data accuracy in workforce systems and recommends enhancements to tools or processes as needed
Will perform additional responsibilities when required

What You'll Bring:

BA in business, human resources, or related field and / or equivalent years of experience
1-2+ years experience in call center environment
Detail-oriented with the ability to multitask and prioritize competing demands
Excellent problem-solving and decision-making abilities in a high-pressure fast pace environment.
Strong communication skills, with the ability to effectively convey complex data and solutions to stakeholders.
Maintains confidentiality of proprietary information
Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
A high degree of initiative, self-motivation, and ability to motivate others
Ability to establish and maintain cooperative working relationships with Team Members and colleagues
Comfortable with office pets (cats, dogs)

Not Required But Nice to Have:

Knowledge of google suite

Statement of Inclusivity:
We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

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