WFM Real-Time Analyst

As WFM Real-Time Analyst you will be part of the Workforce Management team and will be responsible for staff scheduling, planning, and real-time monitoring to ensure optimum service levels and agent / Xpert productivity.

This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

• Track and analyze call arrival and AHT patterns and ensure daily forecasts are accurate and up to date
• Utilize trend analysis to proactively identify areas for continued improvement on phone / queue activities
• Routine evaluation of staffing versus forecast and actioning appropriately to ensure a balance of productivity and service objectives are met
• Manage schedules that optimize staffing to best meet workload patterns
• Enter daily exceptions to schedules and respond to escalated issues and ad-hoc requests
• Consult leaders in planning for all offline activities
• Real-time monitoring of queues; support real-time updates of queue / skill assignments as needed to balance service levels across queues
• Report and advise on offline activities, service goals, and agent occupancy
• Monitor schedule adherence and alerting team leaders to minimize impact on customers
• Communicate actionable recommendations to leadership related to scheduling and queue management
• Complete root-cause analysis for events impacting service levels
• Facilitate real-time discussions with leaders as required
• Assume and perform other duties and responsibilities as needed
• 3+ years contact center experience in a WFM managed environment
• 2+ years experience with a CCaaS software, Five9 preferred
• 2+ years experience with a Workforce Management software, Five9 Community preferred
• Exceptional communication and interpersonal skills are essential
• Strong troubleshooting and problem-solving skills
• Strong organizational / time management skills and multi-tasking abilities
• Ability to work effectively within a team environment and independently to accomplish goals
• Ability to work well under pressure and meet deadlines with minimal direction
• Ability to work in an environment focused on continuous improvement
• Detail oriented
• Positive attitud

KNOWLEDGE

• Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• Workforce Management In depth understanding of Workforce Management principles to include real-time management, scheduling, capacity planning, and contact routing principles.

SKILLS

• Proficiency in Microsoft Office products
• Proficient with basic PC skills
• Critical Thinking Using logic and reasoning to identify problems and to ability to recommend alternative solutions, conclusions, or approaches them for resolution.
• Excellent strategic and tactical business skills and a passion for using data to drive better decision making
• Proficiency with analyzing, interpreting, and summarizing complex data as it relates to contact center performance
• Demonstrated aptitude for pattern recognition
• Experience using automated call distribution & call management software; solid understanding of telephony, routing, skilling systems and methodologies
30+ days ago