WFM Real-Time Analyst
As WFM Real-Time Analyst – you will be part of the Workforce Management team and will be responsible for staff scheduling, planning, and real-time monitoring to ensure optimum service levels and agent/Xpert productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.
- Track and analyze call arrival and AHT patterns and ensure daily forecasts are accurate and up to date
- Utilize trend analysis to proactively identify areas for continued improvement on phone/queue activities
- Routine evaluation of staffing versus forecast and actioning appropriately to ensure a balance of productivity and service objectives are met
- Manage schedules that optimize staffing to best meet workload patterns
- Enter daily exceptions to schedules and respond to escalated issues and ad-hoc requests
- Consult leaders in planning for all offline activities
- Real-time monitoring of queues; support real-time updates of queue/skill assignments as needed to balance service levels across queues
- Report and advise on offline activities, service goals, and agent occupancy
- Monitor schedule adherence and alerting team leaders to minimize impact on customers
- Communicate actionable recommendations to leadership related to scheduling and queue management
- Complete root-cause analysis for events impacting service levels
- Facilitate real-time discussions with leaders as required
- Assume and perform other duties and responsibilities as needed
- 3+ years contact center experience in a WFM managed environment
- 2+ years experience with a CCaaS software, Five9 preferred
- 2+ years experience with a Workforce Management software, Five9 Community preferred
- Exceptional communication and interpersonal skills are essential
- Strong troubleshooting and problem-solving skills
- Strong organizational/time management skills and multi-tasking abilities
- Ability to work effectively within a team environment and independently to accomplish goals
- Ability to work well under pressure and meet deadlines with minimal direction
- Ability to work in an environment focused on continuous improvement
- Detail oriented
- Positive attitud
KNOWLEDGE
blueStone Staffing Solutions brings top talent to some of the most desired companies on a contract, contract-to-hire and direct hire basis. We take pride in presenting our candidates with great opportunities they may not have exposure to elsewhere. By working with blueStone, you’ll have access to rewarding job opportunities, competitive compensation, and industry leading benefits packages. We look forward to helping you land your next career opportunity and achieve your goals! - Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
- Workforce Management — In depth understanding of Workforce Management principles to include real-time management, scheduling, capacity planning, and contact routing principles.
SKILLS
- Proficiency in Microsoft Office products
- Proficient with basic PC skills
- Critical Thinking — Using logic and reasoning to identify problems and to ability to recommend alternative solutions, conclusions, or approaches them for resolution.
- Excellent strategic and tactical business skills and a passion for using data to drive better decision making
- Proficiency with analyzing, interpreting, and summarizing complex data as it relates to contact center performance
- Demonstrated aptitude for pattern recognition
- Experience using automated call distribution & call management software; solid understanding of telephony, routing, skilling systems and methodologies