Senior Analyst, WFM

Role and KEY RESPONSIBILITIES

• Intraday real time monitoring of service levels for all queues at all sites 24/7/365
• Real time monitoring of associates performance from all teams at all sites
• Real Time updates on Service Levels, Contact data, and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
• Support changes within routing profiles to move associates as needed
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Provide assistance to the WFM team as needed.

Key Skills & Knowledge

• IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
• Graduate with 3+ years contact center experience and Good Communication Skill
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• 2+ years’ Workforce Experience (RTA or greater)
• Good knowledge of the call center industry.
• Good understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
• Knowledge of ACD and Call Center Workforce applications - preferred.
• Strong oral and written communication skills.
• Proficient in Microsoft Office.
• Ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• High attention to detail, sense of professionalism and ability to develop relationships

QUALIFICATIONS

• Graduate

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