WFM Analyst-Real Time

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities

Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations

Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center

Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels

Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules

Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results

Manages agent profiles within CMS to best utilize all staffing resources

Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results

Participates in Help Desk calls to relay how issues are impacting the call center

Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results

Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.

Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions

Provides the business with timely status updates on projects and initiatives

Complete necessary reports, ad hoc reports as required

Qualifications

Bachelor’s Degree (any field) or equivalent work experience

At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis

Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.

Knowledge in problem solving processes

Strong communication skills

Above average reporting skills

Excellent analytical skills

Must possess effective organizational skills and time management skills

Ability to work on several projects simultaneously

Ability to come up with sound and accurate decisions in any given circumstance

Ability to exhibit professionalism

Demonstrated ability to work with a team

Demonstrated ability to communicate effectively and professionally with internal and external associates

Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.

Ability to work a flexible schedule (graveyard/shifting schedule)

6 full-time positions available

Ability to start ASAP is an advantage

Regular