Real Time Analyst

The Workforce Management Analyst is responsible for monitoring real time call queues and staffing levels, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using workforce management and reporting tools, the analyst analyzes and evaluates workload and staffing patterns to support a rapid decision-making process. An analyst coordinates and adjusts associate schedules and acts as the key point of contact and communication within the enterprise.

The Workforce Management Analyst is responsible for monitoring real time call queues and staffing levels, taking appropriate actions to achieve desirable results, and communicating effectively with a cross-functional team of business partners. Using workforce management and reporting tools, the analyst analyzes and evaluates workload and staffing patterns to support a rapid decision-making process. An analyst coordinates and adjusts associate schedules and acts as the key point of contact and communication within the enterprise.

Essential Functions

• Achieve daily service level obligations for multiple lines of business in both voice and chat queues while minimizing associate labor costs.
• Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of factors impacting servicing and actions being taken to improve outcomes.
• Act as a central point of contact for the servicing and staffing of assigned lines of business.
• Produce basic reports and ad hoc analysis as necessary
• Execute timely and appropriate actions to balance staffing levels.
• Process intraday administrative requests related to agent schedules.
• Answer attendance line, log into system, evaluate and adjust schedule accordingly and enter exceptions.
• Interact effectively with Aspect eWFM, Avaya CMS, and other call center technologies.
• Work well in a high performing team environment with a positive attitude
  
  

Other Functions

• Other duties as assigned.
  
  

Minimum Requirements

The following are required to enable job holders to perform the essential functions of the job.

Skills/knowledge: Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively. Be computer literate with an ability to type 25-35 words per minute and learn new call center software. Must be self-disciplined and work without close supervision. Strong quantitative aptitude and proficiency in Microsoft Excel. Strong oral and written communication skills including proficiency in Microsoft Outlook; comfort in communicating through multiple mediums (phone, chat, email, in person). Strong analytical/problem solving skills. Ability to make effective decisions in a stressful environment.

Experience/education: At least 2 years in college or equivalent.

Physical demands: While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Ability to receive detailed information through oral communication utilizing a headset.

Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Brick/Mortar locations - Regularly requires working indoors in environmentally controlled conditions. Regularly requires working with others in close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.

Additional requirements:

Training - Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT)

Schedules - Flexible to work all shifts as required (evenings, weekends, and holidays)

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