• As WFM Real Time Analyst – you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.
• Job Details
Work Setup:
• Work-from-home
• Schedule:
• Monday to Friday, 12:00 PM to 9:00 PM EST
• Holidays:
• Philippine Holidays
• Responsibilities:
• Real-time monitoring of queues; support real-time updates of queues/skill assignments as needed to balance service levels across queues.
• Routine evaluation of staffing versus forecast and actioning appropriately to ensure the balance of productivity and service objectives are met.
• Consult with leaders in planning off queue activities.
• Prepare and refine weekly schedules to support operational needs.
• Report and advise on offline activities, service goals, and agent occupancy.
• Monitor schedule adherence and alert leaders to minimize impact of customers.
• Facilitate real-time discussions with leaders as required.
• Propose process improvements to enhance our daily operations.
• Requirements:
• 2+ years contact center experience in a Workforce Managed environment.
• 2+ years experience with a CCaaS software Genesys Cloud CX preferred.
• Exceptional communication and interpersonal skills are essential.
• Strong problem-solving skills.
• Strong organizational/time management skills.
• Ability to work in an environment focused on continuous improvement.
• Strong ability to assess situations proactively and make timely, well-informed decisions.
• Skills:
• Proficiency in Microsoft Excel.
• Proficiency in basic PC skills.
• Experience leveraging analytics and reporting tools, preferably in Power BI.
• Experience using automated call distribution and call management software, solid understanding of telephony, routing, skilling systems and methodologies.