WFM Analyst

We are currently seeking a dedicated Real Time Analyst to join our WFM team. In this role, you'll play a vital part of our team, processing schedule updates, monitoring queues and agent states, and partnering with leadership across support teams to ensure a positive customer experience.

Responsibilities:

• Monitor intraday volumes and agent states, identify trends and potential risks, and make real time scheduling decisions to best position the contact center.
• Partner with WFM team members and contact center leadership team to implement mitigation strategies. Administer contingency action plans when deemed necessary.
• Manage WFM tickets, key daily exception requests, ongoing generation and remediation of schedules, and respond to escalated issues and ad-hoc requests in real time.
• Provide recommendations, and make decisions, based on data and forecast, regarding short term scheduling requests.
• Participate in meetings focused on forecast and staffing.
• Create and maintain daily reports and procedures, and continuously seek opportunities to build efficiency and to share knowledge.
• Communicate with Forecast Specialists to identify trends in day-to-day operations to close the gap between unknown volume and service level impacts.

Qualifications for I:

• 1+ years of contact center experience
• Ability to multi-task with adequate sense of urgency
• Effective interpersonal, collaborative, and decision-making skills
• Proficient with Google Suite
• Adequate analytical and technical skills

Shifts:
Position 1 Tue-Sat 9am-5:30pm EST
Position 2 Sun-Thu 9am-5:30pm EST