Workforce Real Time Management Analyst

Job Description

• Dedicated advanced reporting Analyst will be required to handle all new onboarding and EWFM profile creation, changes, shift updates, headcount changes, within EWFM and Files
• Vendor “Real Time Management Analyst” is responsible for maximizing resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real-time daily intraday management. This position requires the ability to demonstrate a strong understanding of WFM planning, forecasting, managing to demand and capacity concepts in a contact center environment.
• Daily Responsibilities: This is during full operational hours 7 days a week
• Create and maintain real-time, historical and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the organization.
• Send out daily interval reports to National Command Center
• Ensure and facilitate the best use of resources to meet the needs of organization as defined by “Service Level agreements”.
• Assist in the development of new and/or redesigned processes based on both long-term strategies and tactical priorities.
• Effectively partner with other support areas to develop and execute on plans, strategies and results.
• Act in a collaborative capacity to resolves problems/issues quickly and effectively across all LOB’s.
• Monitor contact center performance and make real-time staffing adjustments to ensure that service goals are met.
• Maintains constant communication across departments/sites to acquire and communicate details that influence call volume delivery, AHT or adherence against schedules.
• Optimize the use of real-time monitoring tools (RTA) and workforce management techniques to improve resource efficiency and effectiveness.
• Monitor multi-site real-time adherence and communicate with sites when agents are out of adherence.
• Analyze current days queue performance, compare with staffing plan and previous day's historical to develop a course of action to ensure service level goals are met.
• Conduct real-time resource re-forecasting, utilizing scheduling software to meet daily/intraday service level targets.
• Work closely with other team members (internally and externally) to effectively coordinate activities of resources based on volumes and staffing across multiple sites.
• Set skill priorities and adjust as needed.
• Track, address and escalate interrupting work (including system issues) while reporting any significant developments and provides reallocation recommendations to CS and Command Center and Site leadership.
• Upkeep daily journal of day's events to ensure all actions taken are documented
• Provide stats throughout the daily/intra-day performance reports to CS leadership and National Command Center
• Enter EWFM Staff Agent Exceptions real-time for all daily scheduled agent movement as information is and should be provided by the Operations Team real-time (heavy workload and VERY critical to hourly/daily/weekly)