**Analyst Intern @ GOAT**

Description

GOAT Group is looking for a Real Time Analyst intern responsible for monitoring, reporting, and ensuring the success of the workforce plan by evaluating the days contact activity, occupancy, schedule adherence and in the moment trends within the Customer Service contact center. This role is critical to the teams ability to service customers by achieving daily objectives and efficiency and occupancy requirements. WHAT YOU WILL DO: ?Monitor real-time schedule performance vs plan and find root cause to identify areas of opportunity to improve service and efficiencies with sense of urgency ?Identify and investigate opportunities to balance workload and resources in a day and communicates appropriately with managers/supervisors and/or directly with agents ?Using the Workforce Management software tool AgyleTime, you will research the data, report on outliers and prepare presentations to supervisors on the discoveries found within the data ?Manage the functionality and accuracy of agents and schedule data ?Ensure agent data and admin logistics are maintained appropriately to support accurate Workforce Management around projected staffing, data reconciliation, and invoicing ?Participate in Job Shadowing, Mentorship and other Career Exploration and Preparation activities WHAT YOU SHOULD HAVE: ?Strong verbal and written communication skills ?A bias for action and sound judgement ?A passion for finding the story behind the data using multiple tools ?Ability to understand Contact Center goals and identify trends ?Demonstrated ability to work independently, take initiative, problem solve, identify root cause, handle multiple tasks and prioritize daily workload ?Loves research and gaining industry knowledge ?Highly organized and detail-oriented GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.

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