WFM Real Time Analyst I
WFM Real Time Analyst I
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Salary Not Disclosed
1 Vacancy
Job Description
Work Arrangement: Onsite (Rockwell Ortigas)
Skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor analyze and optimize real-time performance across multiple contact center sites to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. This role requires exceptional analytical skills communication and a collaborative approach to work closely with both the client and external partners.
Key Responsibilities:
1. Real-Time Monitoring and Management:
-Monitor real-time queues agent adherence and contact center metrics across multiple vendor or BPO sites.
-Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.
-Manage intraday adjustments including break optimization skill assignments and shift changes.
2. Collaboration and Communication:
-Serve as the primary point of contact between the client and vendor/BPO partners for real-time performance updates.
-Escalate critical issues to stakeholders and provide actionable recommendations for resolution.
-Communicate intraday performance reports and key insights to clients and vendor partners.
3. Data Analysis and Reporting:
-Analyze real-time performance data and identify trends affecting productivity service levels and customer satisfaction.
-Generate and share intraday and end-of-day performance reports highlighting any variances and corrective actions.
4. Intraday Strategy Execution:
-Implement intraday strategies to maximize efficiency including overtime/offline time management and queue prioritization.
-Make decisions on agent allocations and workload balancing across channels (e.g. voice chat email).
5. Process Improvement and Compliance:
-Ensure compliance with client-specific WFM processes policies and protocols.
-Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.
-Document lessons learned and recommend strategies for continuous improvement in real-time performance management.
Employment Type
Full Time
