Workforce Management Real Time Analyst
Workforce Management Real Time Analyst
Posted on :
29-05-2025
Employer Active
1 Vacancy
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Job Description
Description
Job Description:
- Processing and approval (in consultation with WFM Intraday Management) of tickets and requests within IEX Webstation or any other WFM ticketing tool from operation to WFM regarding (preferred) changes to the published schedule.
- Monitors employee performance against work schedules and real-time productivity through applications.
- Processing attainment exceptions in the schedule of the CSR.
- Informs employees and/or supervisors about schedule changes.
- Processing and operationalise changes to the schedule directed and/or initiated by WFM Intraday Management and inform when required the CSRs or Operational Supervisors about these changes
- Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
- Performs all other duties as assigned
Job Requirement:
- Candidates must have 1 to 2 years experience in RTA Exp. for Realtime monitoring workflow and advanced reporting.
- Bachelors Degree: Business Information Management Economics Logistics Communication or Mathematics
- Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
- Basic proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Strong collaboration skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word Excel and Outlook) and Windows/Mac OS X
- Ability to focus on performance and results and to act accordingly
- Knowledge of and/or experience with WFM systems preferably NICE IEX
- Knowledge of the COPC methodology
- Result-oriented collaboration
- Knowledge of general contact center processes
- Proactivity
- Elementary knowledge of the complete WFM process specific calculations procedures tools and terminology
- Advanced proficiency and knowledge of MS Office (Excel)
- Effective communication & feedback
Required Experience:
IC
Employment Type
Full Time
Key Skills
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