Real Time Analyst Lead - UK based - Music Streaming Service

Remote - UK

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ModSquad
ModSquad provides on-demand customer support, content moderation, social media, and community management services globally.
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ModSquad has partnered with a very popular music streaming service, and we are seeking a smart, ambitious, and hard-working Real-Time Analyst Lead (RTA Lead).
In this role, you will be responsible for managing a team of RTA’s. Your team will be responsible for real-time adherence and queue management for business operations to ensure the correct staffing to answer a forecasted volume of incoming customer contacts at the desired service level agreements.
Availability:Full-Time
Project Hours:Standard business hours in UK time
Rate:To be discussed during interview phase
Commitment:40 hours per week

Responsibilities:● Proactively lead a team of RTAs to enable them to achieve their KPIs. Be fair, but hold RTA’s accountable when they do not meet the expectations.● Understand what levers to pull to improve outcomes and take action to meet goals.● Ensure RTA’s have clear expectations. Provide effective feedback on their performance and guidance to improve.● Give RTA’s actionable feedback in regular 1:1 meetings. Ensure they have a clear understanding of their development points and progression pathways.● Conduct weekly team meetings to discuss the responsibilities of the team for the week.● Review your team's work by regularly spot-checking, understanding the areas they need to work on to improve.● Promote continuous improvement. Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable.● Assist with hiring and onboarding talent to the team.● Be the point of contact for other departments while on shift and manage communication with site leadership teams, WFM and other CS teams.● Positively influence the attitudes and behaviours within the Contact Center.● Support and lead on WFM related projects.● Required to travel to meet WFM and other sites at least once a year.

What We Are Looking For:

  • WFM/RTA knowledge.
  • Experience working as a Real-Time Analyst.
  • Experience leading, inspiring and motivating others to meet goals and metrics.
  • Strong analytical skills and can make good decisions based on data.
  • Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player.
  • Has the ability to innovate and deploy data-driven business solutions.
  • Can be reliable in following through with commitments and responsibilities.
  • Can collaborate positively with a fast-changing environment.
  • Great communication skills.
  • Articulate, bright and curious.

Computer Specifications Needed:

  • PC with Windows 7 or later
  • Stable broadband internet connection of 25 MBS or greater
  • 8GHZ RAM or better
  • Dual monitors (highly recommended)

WorkSpace Requirements:

  • Dedicated laptop or desktop computer
  • Quality headset
  • Quiet workspace to take calls
  • Willingness to install MSQ security software and 2FA app on phone
***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!
Please note: A Chromebook is not sufficient for ModSquad projects.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process
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Job perks/benefits: Flex vacation
Job region(s): Europe
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