Remote
Ready to be a part of something big? Join our team at SoundHound AI, where AI innovation and real-world impact come together. We unite voice AI, generative AI, and conversational AI to deliver powerful AI solutions that reimagine how people interact with the products and services they rely on. Whether it’s voice-enabling vehicles, streamlining patient journeys, or enhancing customer service, our multilingual, omnichannel AI technology touches the lives of hundreds of millions of people around the world.
The Real Time Analyst, Workforce Management plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling, and monitoring of real time performance. This includes reviewing team member schedule adherence, intraday management of resources, monitoring channel performance and productivity, and schedule adjustments to meet staffing and service goals.
In this role, you will:
- Monitor and manage phone, email, chat, and back performance by analyzing real time volume and team member performance.
- Monitor and manage workload distribution by adjusting team member skills within the center.
- Utilize intraday forecasting tools to assist with analyzing real time and forecasted staffing requirements to meet service objectives.
- Partner with leadership to update team member schedules for requested exceptions prior and post schedule publication.
- Support internal attendance line and support queue for team members.
- Adjust team member activities, e.g., breaks, lunches, meetings to minimize service level deviations.
- Approve exception requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals.
- Manage staffing cost and client abandonment rates.
We would love to hear from you if:
- Have 1 to 3 years of experience in Contact Center Environment, or Workforce Management.
- Have proven experience with Workforce Optimization Software (e.g., NICE, Impact 360, IEX), and ACD technology (e.g., Five9, Avaya, Cisco, Aspect, Genesys).
- Strong knowledge of Microsoft Excel.
- Are comfortable working nights and weekends.
We’d be especially excited if you:
- Have excellent problem-solving, and analytical thinking communication skills.
- Have a flexible mindset with a can-do attitude and eagerness to learn.
This position is available for remote work across most of the United States. SoundHound AI DOES NOT offer employment in Alabama, Alaska, Delaware, Iowa, Maine, Mississippi, New Hampshire, North Dakota, Rhode Island, South Carolina, Vermont, West Virginia, Wisconsin, and Wyoming. Regardless of workplace arrangement, employees within a 60-mile radius of a SoundHound AI office are expected to work from the office on three pre-scheduled, company-wide “core days” per month to encourage cross-team connection and in-person collaboration.
The estimated base salary for this position is $31,000.00 - $45,000.00 plus equity. In addition to salary and equity, you will receive comprehensive healthcare, paid time off, and other benefits. Our recruiting team will provide a specific salary range based on location and years of experience.
By working at SoundHound AI, you will join hundreds of employees across the globe who strive every day to create exceptional AI-powered experiences for customers, employees, and patients. We are a values-driven company that is supportive of one another, open and honest, undaunted by challenges, nimble and focused, and determined to excel and win.
Our mission is to build voice AI for the world and use our global, diverse perspectives to achieve real generational breakthroughs. SoundHound ensures that individuals with disabilities are provided reasonable accommodations to participate in the interview process, perform essential job functions, and receive other employment benefits.
