Intraday Workforce Analyst

Assurant

5d•Remote

About The Position

The Intraday Real-Time Analyst is responsible for monitoring and managing the flow of call and chat traffic. The role focuses on ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, real-time adjustments, and strong communication skills. This role is pivotal for maintaining efficient operations and ensuring that service level agreements are met consistently. Successful Real-Time Analysts are proactive, highly communicative, and analytical, ensuring the most efficient use of contact center resources.

Requirements

High School Diploma or GED
A minimum of 3 years' of experience in a contact center
A minimum of 2 years' of experience in a WFM or WFM related role
Entry level skills in MS Office (Excel, Word, Outlook)

Nice To Haves

Professional verbal and written communication skills.
Possess the professional experience and aptitude to address escalated issues with a positive outcome.
Strong analytical, communication and organizational skills.
Knowledgeable of Microsoft Office applications, particularly Excel.
Demonstrates reliability and strong customer service skills .
Works well with minimal supervision and with some latitude for self-directed action.
Experience with multiple WFM software products – NICE preferred.
Experience with multiple ACD platforms (eg. Avaya, Cisco, etc)

Responsibilities

Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels.
Manage Call Offline.
Monitors and Maintains WFM inboxes.
Make skills adjusters in eGain.
Supports and makes changes to Intradiem messaging.
Communicates intraday performance to management team and associate throughout the day.
Recommend and adjust staffing levels through overtime, VTO and/or skilling.
Make skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.
Coordinate with Operations Team to pre-schedule all offline activity to complete an optimized plan that supports the business need and client contractual SLA’s.
Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis.
Establish and maintain communications channels regarding events that impact contact center performance and workload.
Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals.
Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times.
Assist with on-going initiatives, process improvements, and other duties as assigned.