Workforce Management Real Time Analyst

As WFM Real Time Analyst – you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

Job Details

Work Setup: Work-from-home

Schedule: Monday to Friday, 12:00 PM to 9:00 PM EST

Holidays: Philippine Holidays

Responsibilities

Real-time monitoring of queues; support real-time updates of queues/skill assignments as needed to balance service levels across queues.

Routine evaluation of staffing versus forecast and actioning appropriately to ensure the balance of productivity and service objectives are met.

Consult with leaders in planning off queue activities.

Prepare and refine weekly schedules to support operational needs.

Report and advise on offline activities, service goals, and agent occupancy.

Monitor schedule adherence and alert leaders to minimize impact of customers.

Facilitate real-time discussions with leaders as required.

Propose process improvements to enhance our daily operations.

Requirements

2+ years contact center experience in a Workforce Managed environment.

2+ years experience with a CCaaS software Genesys Cloud CX preferred.

Exceptional communication and interpersonal skills are essential.

Strong problem-solving skills.

Strong organizational/time management skills.

Ability to work in an environment focused on continuous improvement.

Strong ability to assess situations proactively and make timely, well-informed decisions.

Skills

Proficiency in Microsoft Excel.

Proficiency in basic PC skills.

Experience leveraging analytics and reporting tools, preferably in Power BI.

Experience using automated call distribution and call management software, solid understanding of telephony, routing, skilling systems and methodologies.