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 so that customers receive a good experience.

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 and during the 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.
• Communicate call center performance and project status to the business, and run daily, weekly and monthly meetings with Work Force Leaders.

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 WF tools such as IEX and CMS.
• Strong communication, reporting and analytical skills.
• Problem-solving, organizational and time-management skills.
• Ability to work independently, on several projects at once, and in a high-pressure environment.