Workforce Management Real-time Analyst

The Workforce Management Real-time Analyst (WFM RTA) is responsible for effectively managing call volume routing, representative statuses, making real time staffing and routing adjustments to meet volume requirements, adherence metrics that meets or exceeds key performance indicators for service level and first call resolution on each program. This is an in-center position.

Key Responsibilities / Performance Requirements :

• Monitor intraday performance, notifying managers and supervisors as problems arise in order to optimize service level.
• Work with supervisory team and WFM Manager to adjust call center scheduling, staffing to meet both intraday and future needs.
• Monitor staff adherence to work schedules and provide adherence reports to business unit leadership.
• Develops and maintains relationships with the centers Leadership and its management teams.
• Collaborates and partners with the WFM Manager and WFM Analysts
• Research required information and resolve Workforce Management inquiries using available resources.
• Update and provide hourly attendance and program KPI updates
• Innovate process enhancements for improved efficiency
• Regularly communicate with Operations leaders and representatives on ACD / IVR Statuses
• Review, work, and resolve WFM tickets, including schedule adjustments
• Other duties as assigned

Skills :

Required Education and Experience

North End Teleservices is an equal-opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

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