Workforce Anyalyst

Basic Functions

• Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
• Generates schedules accordingly to meet the business requirements enabling superior customer service
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Report and track all system issues and outages
• Responsible for skilling audits for phone and chat representatives.
• Prepares and publishes the Intraday end of day and other relevant reports while ensuring accuracy and timeliness of data
• Create reporting dashboard for business units.
• Attend touchpoint meetings to provided previous day performance overview.

Essential Functions

• Regularly performs volume and performance analysis and proactively communicate possible impacts to business
• Supports management with all necessary reports and planning models to facilitate the process of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate changes
• Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
• Ensures that pre-planned activities are being scheduled in advance and communicated effectively
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
• Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
• Executes skill change and reallocation requests and initiatives
• Provides recommendations in case of understaffing/overstaffing
• Act as first point of contact for any escalations outages system issues or any other production impacting situations
• Maintains confidentiality relative to the organizational strategies objectives and practices

Skills

Technical Skills

• Genesys / Genesys Cloud
• CMS Avaya Supervisor
• Very proficient with Microsoft Excel

Requirements

• Candidate must possess at least a Bachelors/College Degree
• 1 year minimum experience in Workforce Management with knowledge of WFM tool like Genesys Cloud and/or CMS Avaya Supervisor
• Excellent skills in real-time time management is a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details is a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written verbal and e-mail skills with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical organizational problem solving and creative thinking skills
• Respond positively to change embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules