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2024 Bascom 163A0427

Membership

Senior Member Support Real-Time Analyst

Location Plano, Texas, United States

Status Full-Time

ABOUT THE ROLE

The Senior Member Support Real-Time Analysts (Sr. RTA) at Peloton is a part of the Global Member Support (GMS) Planning team located in Plano, TX reporting to the RTA Supervisor.  Peloton is a fast-paced, innovative, and metric-driven company with a team passionate about delighting our members.  Within the Global Member Support organization, we are maniacal about ensuring a delightful member experience and optimizing our cost structure.

The RTA team manages and monitors intraday queue performance, attendance, and schedule adherence, and responds to fluctuations in contact volume to help deliver a best-in-class member experience.  The Sr. RTA will be the primary point of contact for WFM reporting and partnering with our outsourced RTA teams.  The ideal candidate is a motivated problem solver who wants to identify opportunities for continuous improvement to benefit our members.

LOCATION

Plano, TX

YOUR DAILY IMPACT AT PELOTON

  • Monitor all live/async channel queues
  • Call out adherence issues and excessive time in certain states
  • Primary point of contact for intraday update emails (3x daily on current status of queues, any major call outs/commentary) and daily/weekly updates
  • Review same day scheduling requests (meeting, training, coaching) and review need for VTO or OT across internal and outsourced contact centers
  • Activate levers when SLA is threatened and communicate to outsourced partner teams
  • Partner with Operations and GMS Forecasting to identify contact drivers when variance to forecast
  • Engage with Operations, ET/Service Design, GMS Experience, and BPOs as needed
  • Log events for later root cause analysis reviews in cases of outages and partner with Forecaster to ensure this information is incorporated into future forecasts
  • Facilitate communication between partners and Peloton internal for coverage opportunities
  • Attend weekly Intraday Pattern (IDP) meetings with Forecaster, Scheduler, and Sr. Mgr WFM

YOU BRING TO PELOTON

  • 4 years of contact center experience in a Workforce Management function, such as RTA, scheduling, analyst,  or reporting
  • Understanding of contact center best practices
  • Comfortable with WFM KPIs and metrics and what drives them in a contact center (occupancy vs. utilization, shrink, SLA, AHT, arrival pattern, Erlang, etc.)
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
  • Working experience creating Microsoft Excel or Google Sheets reports and templates
  • Strong organizational skills and good analytical skills
  • Ability to quickly and effectively adapt to change
  • Experience with WFM and CRM platforms, bonus points for Genesys and Salesforce
  • Schedule flexibility is required

#LI-EN1

ABOUT PELOTON:

Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.  If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @ onepeloton.com  email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email  applicantaccommodations@onepeloton.com  before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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