WFM Real-Time Analyst
Are you a seasoned WFM Real-Time Analyst seeking a new challenge?
Look no further!
We are on the hunt for a dedicated WFM Real-Time Analyst to join our dynamic Workforce Management team. In this role, you will be instrumental in staff scheduling, planning, and real-time monitoring to ensure optimal service levels and agent productivity. You will also serve as a crucial point of contact for the leadership team on matters relating to real-time management, scheduling, skilling, and queue health.
What you'll be doing…
- Tracking and analyzing call arrival and AHT patterns to ensure accurate and up-to-date forecasts
- Using trend analysis to proactively identify areas for continued improvement on phone/queue activities
- Regularly evaluating staffing versus forecast and taking appropriate action to ensure a balance of productivity and service objectives are met
- Managing schedules that optimize staffing to best meet workload patterns
- Entering daily exceptions to schedules and responding to escalated issues and ad-hoc requests
- Consulting leaders in planning for all offline activities
- Real-time monitoring of queues and supporting real-time updates of queue/skill assignments as needed to balance service levels across queues
- Reporting and advising on offline activities, service goals, and agent occupancy
- Monitoring schedule adherence and alerting team leaders to minimize impact on customers
- Communicating actionable recommendations to leadership related to scheduling and queue management
- Completing root-cause analysis for events impacting service levels
- Facilitating real-time discussions with leaders as required
- Assuming and performing other duties and responsibilities as needed
The right person has…
- 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
- 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 attitude
Knowledge and Skills…
- 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.
- 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
Interested? Contact us directly to learn more!
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!