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Apollo.io is seeking a WF Real-Time Analyst (RTA) to optimize workforce operations for its growing Customer Support team. The RTA will monitor live service levels, manage real-time adherence, and make proactive decisions to improve team efficiency, ensuring the right people are available when customers need them most. Apollo.io, trusted by over 500,000 companies and millions of users globally, provides a leading go-to-market solution for revenue teams.
Responsibilities:
- Oversee and evaluate queue activity across multiple support channels.
- Ensure representatives adhere to schedules and planned activities, making real-time adjustments.
- Analyze trends and modify staffing plans in real-time to optimize coverage.
- Manage unexpected events by coordinating immediate staffing adjustments with leadership.
- Work closely with Support Leaders, Workforce Planners, and Recruiters.
- Utilize real-time reports and actionable insights to enhance workforce strategy.
- Utilize WFM software to increase efficiency and automate processes.
Requirements:
- 2-5 years of workforce management or real-time analyst experience.
- Experience working with WFM tools (e.g., NICE, Verint, Playvox, Five9, or similar).
- Advanced English level.
- Data-Driven Decision Making skills.
Apollo.io Offers:
- A collaborative environment.
- Opportunities to experiment and take risks.
Apollo.io
Apollo.io is a leading go-to-market solution trusted by numerous companies globally. Founded in 2015, it is a fast-growing SaaS company providing sales and marketing teams with verified B2B contact data for millions of professionals and companies worldwide. The platform offers tools to engage and convert contacts. Apollo.io helps revenue teams find accurate contact information and automate outreach, turning prospects into customers. The company is backed by top-tier investors and aims to drive revenue potential for its clients.