Workforce Real Time Analyst

Excell Expert to create and fill daily reports

Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operations

Adherence Management: Ensure that agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan. Monitor agent login and logout times, track adherence to schedules, and address any deviations promptly. Communicate with team leaders to resolve adherence issues and maintain optimal staffing levels.

Service Level Management: Responsible for monitoring and managing service level performance. Ensure that the contact center is meeting its service level targets, such as average speed of answer (ASA), response time, or abandonment rate. If service levels are at risk of not being met, take immediate action to adjust staffing such as canceling offline activities, requesting for recovered hours and additional support for supervisors.

Qualifications:
Workforce management experience: Prior experience in real-time analysis and workforce management within a contact center or customer service environment is typically required.

Analytical skills: Ability to analyze and interpret data, identify trends, and make data-driven decisions. Proficiency in using workforce management tools and software.

Strong communication skills: Excellent verbal and written communication skills to effectively communicate with contact center agents, managers, and other stakeholders.

Problem-solving abilities: Proactive mindset and the ability to quickly identify and address operational challenges. Capacity to make real-time decisions and adjust strategies to optimize workforce performance.

Time management and organizational skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.

Knowledge of contact center metrics: Familiarity with key contact center metrics such as service level, average handle time (AHT), occupancy, and adherence to schedule.

Flexibility and adaptability: Willingness to work in shifts and adapt to changing business needs and priorities.