WFM Analyst - Real Time

About the role

The Real Time Analyst manages and balances service levels for the call center across programs, locations, lines of business and products. The analyst monitors real-time call volume and schedule conformance, coordinates same-day and short-term off-line event scheduling, and helps keep staffing levels aligned with contractual obligations and internal goals. Six full-time positions are available.

Key responsibilities

• Monitor real-time call volume and schedule conformance to use staffing resources efficiently and meet contractual obligations.
• Coordinate and manage same-day and short-term off-line event scheduling for agents while keeping performance acceptable.
• Provide the WFM Scheduling team with future exceptions for scheduling in IEX to maintain appropriate staffing levels.
• Monitor CMS and RTA to help management teams ensure acceptable agent adherence to schedules.
• Analyze trends such as call volume, AHT and attendance to anticipate over- or under-staffing and adjust plans before or on the same day.
• Manage agent profiles in CMS and review reports to manage each call center business or product performance.
• Take part in Help Desk calls to share how issues affect the call center.
• Help develop reports and processes that improve planning accuracy, and communicate call center performance and project status to the business.
• Schedule daily, weekly and monthly meetings with Work Force Leaders and complete required and ad hoc reports.

Required profile

• Bachelor's degree in any field or equivalent work experience.
• At least 1 year of experience specializing in real-time monitoring or workforce analysis.
• Ability to work a flexible schedule (graveyard/shifting schedule).
• Ability to start as soon as possible is an advantage.

Required skills

• Advanced knowledge of MS Excel and relevant WF tools such as IEX and CMS.
• Strong problem-solving, analytical and reporting skills.
• Effective communication, organization and time management, working independently and on several projects at once.