Workforce Analyst
1 week ago
Join Our Team as a Real Time Analyst at Company X
We are seeking a Real Time Analyst WFM to join our Resource Planning Team. This exciting opportunity involves managing resources in a call center to ensure the right number of agents are available to handle incoming calls efficiently. By improving contact center performance and client objectives, this role plays a crucial part in our operations.
If you are looking to advance your career in the WFM department, this position offers you the chance to learn and demonstrate key aspects of planning & delivery lifecycle. As a Real Time Analyst, you will have the opportunity to enhance your skills and work towards WFM objectives in a dynamic environment.
The Role & Responsibilities:
- Demonstrate strong work ethic.
- Possess excellent analytical, organizational, and communication skills along with basic Excel proficiency.
- Maintain composure in critical situations and communicate effectively with internal and external stakeholders.
- Utilize data analysis to drive decision-making and implement resolutions.
- Experience with tools such as IEX, Aspect, Calabrio, or Omnichannel Contact Center Software.
- Attention to detail and high accuracy level.
- Ability to multitask, focus, and complete reports efficiently.
- Previous Work Force Management experience is a plus.
- Analyze account KPIs and call flow data to support continuous service improvement.
- Manage call volume, attendance, and break schedules.
- Ensure real-time adherence to expected capacity.
- Collaborate with operations team to enhance delivery processes.
- Monitor service levels across all contact channels in real-time.
- Generate internal reports on a daily, biweekly, and monthly basis.
- Allocate staffing appropriately to achieve service level objectives.
- Recommend schedule changes and identify efficiency opportunities.
- Articulate data insights to tell the Performance Story.
- Conduct root-cause analysis for forecast variance.
- Manage stakeholder relationships effectively.
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