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WFM Real Time Analyst
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Summary: The WFM Real Time Analyst is responsible for the real-time monitoring and management of call center operations to ensure service level objectives and key performance indicators (KPIs) are consistently met. This role is crucial for optimizing workforce efficiency, identifying and addressing intraday performance issues, and making proactive decisions to maintain operational health.
Key Responsibilities:
- Real-Time Monitoring: Continuously monitor call queues, agent performance (e.g., adherence, availability, occupancy), and system health.
- Intraday Management: Adjust staffing levels and agent schedules in real-time to account for fluctuations in call volume, unexpected absenteeism, or system issues.
- Service Level Management: Ensure all queues and channels (voice, email, chat) are meeting their targeted service levels by managing agent activities and reallocating resources as needed.
- Communication: Act as the central point of contact for operational challenges. Communicate proactively with team leaders, managers, and other departments about potential risks, performance trends, and action plans.
- Reporting & Analysis: Generate and distribute real-time, daily, and ad-hoc reports on key metrics like service level, average handle time (AHT), and occupancy.
- Problem-Solving: Identify the root cause of performance deviations and implement solutions, or escalate issues to the appropriate teams (e.g., IT, Ops Leadership).
- Process Improvement: Contribute to the continuous improvement of WFM processes, tools, and systems.
Skills & Qualifications:
- Proven experience in a contact center or a WFM-related role.
- Strong analytical and quantitative skills with the ability to interpret data and make quick, data-driven decisions under pressure.
- Proficiency with Workforce Management (WFM) software (e.g., NICE IEX, Verint, Aspect, etc.) and call center technology (ACD).
- Advanced knowledge of Microsoft Excel is often required.
- Excellent communication skills, both written and verbal, to effectively collaborate with various stakeholders.
- Detail-oriented with a strong ability to multitask and manage competing priorities in a fast-paced environment.
- Strong problem-solving skills and a proactive, "can-do" attitude.
