Workforce Real Time Management Analyst
Intelcia -
Bourj Alarab, AlexandriaPosted 3 years ago117Applicants for2 open positions
- 95Viewed
- 19In Consideration
- 73Not Selected
Job Details
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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)
Job Requirements
- Call center experience
- Ability to work nights and weekends as needed
- 0-1 year of relevant working experience in a call center
- Previous Genesys and/or eWFM (Aspect) experience preferred.
