What You'll Do

The Workforce Management Real Time Analyst is responsible for maximizing resources to ensure the right number of agents are in the right place at the right time through scheduling and real-time intraday management. This position requires the ability to demonstrate a strong understanding of planning, forecasting, managing to demand and capacity concepts in a contact center environment.

• Monitors and coordinates appropriate staffing allocation and availability of call center staff real-time in order to achieve service level objectives.
• Monitors site or across sites, including BPO Partners to ensure optimal staffing levels.
• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• Administers volume contingency action plans as deemed necessary and appropriate. Provides daily/intraday performance reports to CS leadership.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with necessary stakeholders.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Track, address and escalate interrupted work (including system issues) while reporting any significant developments and providing reallocation recommendations to CS leadership.
• Effectively partners with other support areas to develop and execute on plans, strategies and results.
• Maintains constant communication across departments to acquire and communicate details that influence call volume delivery, AHT or adherence against schedules.
• Manages daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Manages time off, attendance, overtime, VTO, and off function work to ensure optimal staffing levels.
• Development and continuous maintenance of all WFM tools.
• Ensures that all reports originating from the department are accurate and reliable.

This is a hybrid role with a Tuesday–Saturday 7 a.m.–3:30 p.m. schedule and is salaried at 40–45k a year, depending on experience.

What You'll Bring

• Previous call center experience required.
• 1 years of WFM experience is preferred, but not required.
• Previous experience with Calabrio, Gladly and Google Suite products preferred.
• Strong analytical, communication, and organizational skills.
• Works well with frequent interruptions, deadlines, creative thinking, handling multiple projects simultaneously, and making decisions based on incomplete information.
• Maintains positive interactions with internal management, staff, and BPO partners.
• Works well with minimal supervision and with some latitude for self-directed action.
• Professional verbal, written, and remote communication skills.
• Ability to work flexible shifts and able to adapt to changing work schedules based on business needs (including nights/weekends).