Workforce Real Time Analyst
Description:
- Conduct real-time analysis of agent occupancy and schedule adherence to support optimal performance.
- Analyze staffing levels, scheduling gaps, and staffing performance to maximize labor efficiency.
- Manage intra-day workforce performance and monitor shrinkage trends to identify improvement opportunities.
- Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
- Maintain an agent master file with updates to staffing, attrition, and departmental changes.
- Communicate outlying agent performance in real time to relevant stakeholders.
- Remain flexible to take on additional assignments as needed.
Requirements:
- Experience with Workforce Management (WFM) in a multi-channel environment.
- Proficiency with WFM and scheduling software such as Verint, Aspect, Assembled, or Nice.
- Strong skills in Microsoft Excel or Google Sheets.
- Excellent interpersonal and communication abilities.
- Strong analytical and problem-solving skills.
- Highly organized and capable of managing competing priorities.
- Ambitious and consistent, with comfort in diverse and challenging situations.
- Experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment.
- Ability to collaborate across departments.
Benefits:
- Hiring range of $18.31 to $26.83 USD per hour.
- 401(k) benefits.
- Paid time off.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Disability insurance options.
- Life insurance options.
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