Summary

Real time Analyst operate in a fast-paced environment.  The position requires multitasking between analysis, real-time traffic monitoring and management reporting.  Analysts will study call patterns and trend data to forecast call volume and calculate staffing requirements.  They partner with Training and Operations Teams to schedule ongoing and periodic employee development sessions.  Analysts are also involved in real-time monitoring of CMS and WFM tools to ensure service level agreements are met.  Analysts will communicate significant changes or events to the Workforce Manager.

Primary Responsibilities

Real-time monitoring of AVAYA CMS, Taske Contact, WFM tools.
Analyzing real-time and forecasted call trends and making adjustments to staffing level allocations as needed.
Responsible to follow daily change-management practices to accurately document absenteeism and events impacting Operations.
Responsible to communicate effectively with management any significant protocol breaches and technical issues impacting center performance.
Report center metrics hourly to management by email and significant events promptly by phone.
Effectively communicate any operational problems or concerns to the Workforce Manager.
Workforce Analysts are responsible for training Operations Teams on use of WFM client applications and fielding questions from Team Leaders.
Utilizing skills in MS Office suite applications, WFM applications and other contact center tools to perform daily responsibilities and complete projects.
Providing custom reporting to the Operations Manager to drive center KPIs and uncover call-avoidance issues.
Researching attendance and performance issues for HR and Operations Manager when required.
Assisting Operations Manager with Time and Attendance tracking, Vacation Planning, and Leave of Absence periods.

Requirements

1-2 Years’ experience using Workforce Management software required.
Bachelor’s Degree in Business, MIS, CIS, Mathematics or related job experience strongly preferred.
Minimum of one year of experience in fast-paced contact-center environment required.
Strong analytical, project management and communications skills.
Advanced capabilities in MS Office suite applications.

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