Job Purpose
The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.
Key Outputs
Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.
Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.
Key Responsibilities /Duties
- Manage real-time agent adherence to schedule and log relevant schedule exceptions.
- Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
- Process ticket requests within established internal SLAs.
- Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.
- Investigate and file tickets relating to general system outages affecting the center.
- Facilitate communications with IT teams towards the minimizing of center downtime.
- Prepare, maintain and update RTA SOP documentations as identified and requested.
- Make recommendations toward performance improvement including training and shift adjustments needs.
Key Competencies/Traits
- Highly resourceful with the ability to work independently and take initiative
- Excellent verbal and written communication skills
- Strong interpersonal skills and the ability to communicate with many different levels of personnel
- Be open to change and must be flexible, able to work all hours and weekends
- Ability to juggle multiple and changing priorities efficiently and effectively
- Aptitude for effective data analysis and reporting
Experience & Qualification
- Associate Degree in a Business or Statistics related field preferred or equivalent work experience
- Strong skills in Microsoft Office with emphasis on Excel
- Experience with working with ACD’s, IVRs and Workforce Management Contact Center tools
- Experience in Real-time Monitoring, Scheduling or Forecasting