Workforce Management Specialist
3 days ago
Job Summary
The Workforce Management Real-Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. This role works closely with Operations, calling out non-adherent events via email, so that non-adherent agents can be directed back toward the phone. The Workforce Management Real-Time Analyst also monitors agent calling behaviors in real-time, calling out events such as talk time or after-call work time that exceeds defined thresholds. They watch real-time campaign statistics across various measures, such as service level or staffing interval requirements, to ensure we are meeting contractual standards as defined by clients. The Workforce Management Real-Time Analyst provides real-time feedback to Work Force Management and Operations management on the status of the campaign. Additionally, this role may require changing agent skill associations on the switch and/or providing historical reporting depending on campaign requirements.
Responsibilities
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the walkie-talkie.
- Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
- Inform Operations management so decisions can be made regarding OTV/TO and off-phone activities with up-to-the-minute daily statistics.
- Provide historical reporting compilation as required by the campaign.
- Manage and enter real-time exceptions in WFM software.
- Prepare and send intraday as well as daily, weekly, and monthly performance reports and provide support in identifying tracking and reporting system issues/downtime.
- Track the everyday attendance and provide recommendations for understaffing and overstaffing.
- Review and analyze call arrival patterns and provide recommendations to improve customer practice.
Requirements
- Minimum two years of experience in a call center environment and familiarity with Workforce functions required.
- One year prior experience working with workforce management technologies preferred.
- One year using one of the following systems: Impact 360 or any other WFM tool.
- Experience with call center reporting and metrics preferred.
- Proficiency in Microsoft Office Applications, including Word and Excel, Google Sheets, Google Studio, and other relevant software required.
- Graduate/B Degree.
- Strong Analytical Skills required to critically assess situations and make decisions in real-time.
- Excellent problem-solving and decision-making skills.
- Ability to operate effectively in a team environment.
- Excellent oral and written communication skills and interpersonal skills.
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