Real Time Analyst

Full job description

The Intersection of Calling and Career

World Vision is hiring a Real Time Analyst to support Donor Contact Services Call Center.

01 At a Glance

Role: Real Time Analyst, Donor Contact Services Call Center

Location: Remote from Pacific Time Zone. Standard schedule will be 9:00 AM – 6:00 PM Pacific. During peak season (end of November through early 2024), the schedule will be 11:00 AM – 8:00 PM Pacific.

Required Experience: High School/GED or equivalent. Requires a minimum of six months call center work experience. Familiarity with outbound dialers, automatic call distributors, call routing and scheduling software strongly preferred. Must have work experience with Microsoft Office Products (i.e., Excel, Word, PowerPoint, etc.).

Salary Range: $22.50 - $32.90/hour. Applies to locations with a market similar to our U.S. HQ in the Greater Seattle area. A different range may apply based on your work location. Typical hiring range is $23.50 - $27.00. Job offers within the range are based on relevant job qualifications and pay equity. See Salary Range & Benefits section below for more details on our compensation and benefits. World Vision employees see our Salary Administration Guidelines and My Life My Benefits pages on our organization intranet known as The Vine.

02 The Job: As a Real Time Analyst, you will monitor and maintain the day-to-day technical operations of Donor Contact Services, the customer communication services department of World Vision. You will monitor, track, investigate and report key indicators to ensure that the call center is operating smoothly and efficiently thereby meeting the established service level goals. Help carry out our Christian organization’s mission, vision, and strategies. Personify the ministry of World Vision by witnessing to Christ and ministering to others through life, deed, word and sign.

• Keep Christ central in individual and corporate life. Actively participate in and contribute to the spiritual disciplines of the organization (Christian conduct, devotions, chapel, prayer, worship); incorporate WV Core Values into decisions within scope of role.
• Maintain reliable, regular attendance. Report to work on time and return from break and lunch on time.
• Monitor and maintain inbound service level goals and agent performance.
• Monitor and maintain campaign statistics, campaign strategy, campaign scheduling and agent performance.
• Ensure inbound and outbound staffing levels are being met.
• Perform approval and tracking of agent exceptions and deviations.
• Perform tracking of downtime for all systems effecting the call center operations
• Receive, track, investigate and forward systems issues to the ISG Helpdesk.
• Receive and track agent call out for attendance.
• Coordinate communication with leadership and staff regarding the acceptance of shift assignments and vacation requests and track staff responsiveness to their assignments.
• Develop, produce and distribute annual, monthly, weekly and daily staffing requirements for the call center to ensure smooth distribution workload.
• Work collaboratively with team members when assigned to work as a member of a team.
• Perform other duties as assigned.
• Maintain awareness of corporate goals, objectives, organizational announcements, and activities. Reference and follow organizational policies and procedures, seeking clarity as needed.

03 You Bring These Skills:

• Business Acumen: Applies principles of finance, accounting and business management to evaluate and quantify potential costs and benefits associated with opportunities. Objectively analyzes alternatives and recommendations appropriate for the organization.
• Initiative: Evaluates, selects and acts on various methods and strategies for solving problems and meeting objectives before being asked or required to do so; self-directed rather than passively complying with instructions or assignments.
• Communication: Presents ideas articulately. Uses effective listening skills to promote the free flow of information.
• Shows consistency between words and actions. Works collaboratively with others to promote consistent communication across the department.
• Relationship Building: Easily establishes a professional rapport, growing and maintaining a network of contacts. Offers compromises as necessary to gain support and participation. Proactive contacts others, despite the risk of possible rejection.
• Problem Solving: Breaks complex problems down into manageable parts. Asks probing questions. Sees problems and understands issues Knows own limitations and engages others as appropriate to solve problems.
• Technology Savvy: Effectively uses Internet and/or computer technology and demonstrates comfort with technological tools and concepts. Uses the Internet and/or hardware and software tools with a high degree of expertise.
• Professional Maturity: Maintains a positive outlook, works constructively under pressure. Responds resourcefully when challenges arise and accepts responsibility for actions, learning, and change. Arrives at work and appointments on time.
• Staff Forecasting & Scheduling: Demonstrates understanding of how to forecast staffing needs and schedule employees. Uses appropriate operations management techniques and tools to determine number of employees to staff.

04 Education and Experience:

High School/GED or equivalent. Requires a minimum of six months call center work experience. Familiarity with outbound dialers, automatic call distributors, call routing and scheduling software strongly preferred. Must have work experience with Microsoft Office Products (i.e., Excel, Word, PowerPoint, etc.).

05 Salary Range & Benefits: 

Your compensation and benefits are important to you so they’re important to us. The full range for this position is $22.50 - $32.90/hour. This applies to locations with a market similar to our U.S. HQ in the Greater Seattle area. A different range may apply based on your work location. Typical hiring range is $23.50 - $27.00/hour. Job offers within the range are based on relevant job qualifications and pay equity. World Vision employees see our Salary Administration Guidelines and My Life My Benefits pages on our organization intranet known as The Vine. In addition, we have a robust and comprehensive benefits package to round out our total compensation package. Click here to learn more. Additionally, merit, auto allowance, and relocation may be available to eligible employees based on existing plans.

06 About World Vision USA: 

When you work at World Vision, your passions and talents come together to meet the greatest needs in the world today. We go to ends of the earth and into the margins. Where few go and the road is less traveled. Because Jesus is alive in the hardest places to be a child. We are dangerously soft-hearted. But just the right kind of dangerous. That's because we're a global Christian humanitarian organization. We partner with children, families, and their communities to reach their full potential by tackling the causes of poverty and injustice. We empower people out of poverty. For real. For good. For nearly the last 70 years. Jesus' love at the center. Always. We're Christian and follow Jesus' example to show unconditional love to the poor and oppressed. Serving every child we can regardless of faith. Are you feeling called to explore joining us? We hope so.

07 To Apply: Submit your updated resume below.

08 What Happens Next?: 

Short-listed candidates will be contacted by a member of our recruiting staff. Moving deeper into our selection process, you can expect to participate in a final interview with the hiring manager and another member of the team.