Work Force Management Analyst

Description:

We are seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and will have high visibility.

Responsibilities:

Daily real time monitoring of service levels for all queues for all sites (multiple geos & channels)

Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed

Build and maintain strong relationships with key stakeholders from all sites

Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals

Review and process time-off / overtime requests in real time

Communicate changes to incoming contact patterns to Operations & broader WFM Teams. Act as main point of contact during escalations, facilitating communications between Operations and IT Teams

Support changes within routing/skilling profiles

Update and send ad-hoc/standard reports related to performance of each site, including but not limited to shrinkage, occupancy, latency, incoming volume and aux time on a daily, weekly, monthly basis

Work closely with Team Leaders & Sr. Leadership (forecasting & scheduling) to ensure optimal staffing coverage on a daily & weekly basis

Provide assistance to WFM Team as needed on additional ad-hoc continuous improvement projects

Basic Qualifications:

1+ years of experience in a contact center environment

Intermediate Microsoft Excel skills

Decision making & complex problem-solving skills

Analytical with attention to detail

Ability to build relationships quickly

Demonstrated ability to analyze data, using data to drive decisions, and implementing effective resolutions

Experience combining information from multiple data sources for root cause analysis, and take meaningful actions as a result

Ability to maintain composure in critical situations and communication clearly (verbal & written) with stakeholders

Flexible schedule including nights & weekends as needed

Preferred Qualifications:

1+ years of previous experience in a WFM or RTA role (scheduling, forecasting, reporting)

Proven experience with Aspect, Calabrio, Verint or other WFM platform

Advanced Microsoft Excel skills (lookups, pivot, index/match, SQL)

Ability to prioritize & meet tight deadlines

Explain data to all levels of business, adjusting style accordingly based on audience