Workforce Real Time Analyst

Description:

• Conduct real-time analysis of agent occupancy and schedule adherence to support optimal performance.
• Analyze staffing levels, scheduling gaps, and staffing performance to maximize labor efficiency.
• Manage intra-day workforce performance and monitor shrinkage trends to identify improvement opportunities.
• Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
• Maintain an agent master file with updates to staffing, attrition, and departmental changes.
• Communicate outlying agent performance in real time to relevant stakeholders.
• Remain flexible to take on additional assignments as needed.

Requirements:

• Experience with Workforce Management (WFM) in a multi-channel environment.
• Proficiency with WFM and scheduling software such as Verint, Aspect, Assembled, or Nice.
• Strong skills in Microsoft Excel or Google Sheets.
• Excellent interpersonal and communication abilities.
• Strong analytical and problem-solving skills.
• Highly organized and capable of managing competing priorities.
• Ambitious and consistent, with comfort in diverse and challenging situations.
• Experience with occupancy, schedule adherence, and contact center KPIs in a fast-paced, performance-driven environment.
• Ability to collaborate across departments.

Benefits:

• Hiring range of $18.31 to $26.83 USD per hour.
• 401(k) benefits.
• Paid time off.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Disability insurance options.
• Life insurance options.

Apply tot his job Apply To this Job