Workforce Real Time Analyst

Administration

• Documents standard workflows and best practices

Reporting and Communication

• Prepares, updates, and builds reports to present agent performance views as well as queue performance summaries to the Operations team and business leaders

Skilling

• Responsible for maintaining and updating agent skills, including tracking and resetting skill changes

Real-Time and Near-Term Analysis

• Monitors agent adherence in WFM system; makes callouts to leadership team, as appropriate, for adherence outliers
• Approves time off events
• Updates agent schedules for same-day callouts
• Plans best times for upcoming off-phone activities, such as meetings and trainings, and updates agent schedules accordingly
• Monitors queue performance against SLA targets; engages business partners to discuss skilling adjustments, same-day schedule adjustments, overtime and VTO needs, and other levers to help make same-day and near-term improvements

Other

• Backs up Workforce Scheduling Analyst role, as needed
• Assists dialer team, as needed

Job Requirements and Qualifications

• High School diploma or equivalent (required)
• University or college degree in business (preferred)
• 3+ years in a contact center environment (required)
• 2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Community WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360)
• Proficient in Microsoft Office, with particular focus on Excel
• Organizes workday proactively with little oversight
• Communicates effectively and confidently, offering clear and concise explanations to business partners
• Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise
• Proven effectiveness in decision-making and consultative analysis