Job Requisition ID #
25WD86561
Role overview
As a Real-Time Analyst, you'll play a pivotal role within the Workforce Management team, contributing significantly to our overall success. Collaborating closely with the broader WFM team, your primary responsibility will be to ensure the consistent delivery of exceptional customer support in real-time. With prior WFM experience and a strong grasp of contact center operations, you possess a natural aptitude for analytical work and can swiftly communicate your findings. Your outstanding communication skills will enable you to establish strong relationships with internal teams.
Responsibilities
* Daily real-time monitoring of service levels across several different channels & languages
* Ensure there is sufficient schedule coverage for all modalities
* Maintain high level of accuracy whilst completing daily schedule change requests
* Oversee agent performance from all teams at all sites
* Ensure real-time adherence to expected capacity, comparing it to actual performance to achieve service level and key metric targets
* Complete root-cause analyses to determine and quantify reasons for missed service levels
* Compile and distribute performance-related reports
* Build and maintain strong relationships with key stakeholders
* Able to work both independently and collaboratively within a team across multiple time zones
Minimum Qualifications
* 4+ years of experience in a contact center environment
* 4+ years previous experience in Workforce Management with strong understanding of Real Time Management
* Proven experience with Calabrio or other WFM platforms (IEX, Verint, Aspect)
* Strong interpersonal and communication skills, enabling effective communication with diverse stakeholders.
* Exceptional problem-solving abilities, coupled with a creative mindset for improving models and processes.
* Advanced knowledge of Microsoft Office tools to include Excel, Access, Word, and PowerPoint
* Preferred software experience: Salesforce
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