Position Summary
The Workforce Real-Time Analyst position is responsible for the performance and administration of workforce responsibilities of the assigned site and/or sites. This includes auditing and updating the workforce reporting, optimizing schedules, making schedule adjustments and being the real-time workforce management contact for the site.
Collaborate and communicate regularly with Operations and all Workforce Management team members.
Responsibilities:
- Monitor contact center call volume and agent activities real-time. Recommend staffing adjustments applicable to real-time performance.
- Optimize schedules and ensure there is adequate coverage for each interval.
- Organize required training schedules with Operations.
- Review and recommend staffing adjustments with Operations.
- Ensure staffing recommendations are executed and track and communicate progress.
- Report historical performance metrics to Operations and Senior Leaders.
- Identify trends or opportunities to maximize performance.
- Assures that policies and procedures are communicated and followed.
- Works all required scheduled shifts which could include Weekends.
- Complete items in Workforce Management Email Inbox (Schedule Updates, PTO Requests, Attendance Updates, etc…)
- Perform other duties as assigned.
Qualifications:
- High School Diploma or equivalent.
- At least 2 years of experience in the call center industry or relevant background.
- Must possess phone, computer, and communication (written/oral) skills.
- Preferred experience with Interactive Intelligence and/or NICE IEX.
- Excellent verbal and written communication skills.
- Excellent organization and project management skills.
- Ability to multi-task and be flexible.
- Ability to work flexible hours, overtime and weekends.
- Exceptional analytical skills.
- Strong interpersonal and communication skills.
- Experience with Microsoft Office (Word, Excel, etc.) and Outlook required.
- Ability to balance multiple assignments in an agile and fast-paced environment