Real Time Analyst (SME) - Central WFM
Position Purpose
The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. They work closely with Operations, calling out non-adherent events via email so that non-adherent agents can be directed back toward the phone. Workforce Management Real Time Analyst also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. They watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients. They provide real-time feedback to Work Force Management and Operations management on the status of the campaign. Workforce Management Real Time Analyst’s may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements.
Responsibilities
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the walkie-talkie.
- Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
- Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
- Provide historical reporting compilation as required by the campaign.
- Manage and enter real time exceptions in WFM software.
- Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime.
- Track the everyday attendance and provide recommendations for understaffing and overstaffing.
- Review and analyze call arrival patterns and provide recommendations to improve customer practice.
Qualifications
- Minimum two-year experience in a call center environment and familiarity with Workforce functions required.
- One-year prior experience working with workforce management technologies preferred.
- One year using one of the following systems: Impact 360 or any other WFM tool.
- Experience with call center reporting and metrics preferred.
- Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google Studio and other relevant software required.
- Graduate/ B Degree.
- Strong Analytical Skills required to critically assess situations and make decisions in real time.
- Excellent problem solving and decision-making skills.
- Ability to operate effectively in a team environment.
- Excellent oral and written communication skills and interpersonal skills.