Workforce Real Time Analyst
Job Description:
- Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
- Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
- Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
- Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
- Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
- Remain flexible to take on additional assignments as needed.
Requirements:
- Experience with Workforce Management (WFM) in a multi-channel environment.
- Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
- Strong skills in Microsoft Excel or Google Sheets.
- Excellent interpersonal and communication abilities.
- Strong analytical and problem-solving skills.
- Highly organized, capable of managing competing priorities.
- Ambitious and consistent, with a comfortability in diverse and challenging situations.
Benefits:
- 401K
- paid time off
- dental
- medical
- vision
- disability
- life insurance options