Real Time Analyst (WFM)

Real Time Analyst WFM•Syracuse, NY

9d•Onsite

About The Position

The Real Time Analyst (WFM) monitors, analyzes, and modifies real-time alarm and call volume to minimize delays and optimize daily operations performance. You will make quick and informed decisions while committed to maintaining the highest levels of accuracy and efficiency. Work collaboratively with Operations and Workforce management to steer towards operational effectiveness and efficiency, making decisions in real time to maintain flow of alarms and calls to improve service levels and performance, ensuring best possible results. You would be a key player in analyzing call and alarm volume, agent adherence, and workforce distribution; using analytical expertise and strong detail and sense of urgency.

Requirements

Ability to manage sensitive situations with extreme professionalism and confidentiality.
Excellent adherence to schedule and communication skills required.
Ability to multitask and perform updates on multiple programs at once.
Proficiency of the Microsoft 365 (Word, Excel, Outlook, Teams)
Bachelor or associate degree in Statistical Analysis, Communications, and/or Management-or a combination of coursework and experience.
1+ years of Workforce Management or Data Analyst experience.
Ability to be licensed in all required areas and obtain Department of Defense security clearance.

Nice To Haves

Previous experience with Aspect/Alvaria WFM Suite of products and services.

Responsibilities

Closely monitor all Operational alarm and call traffic, advising potential changes to queues and skillsets that will improve coverage and positively impact overall service levels.
Maintaining situational awareness and adaptability is key.
Work closely with Operations supervisors and managers during shift to ensure communication of necessary changes impacting specialist and other areas of business.
Manage the fluctuation of staffing shrinkage throughout the shift to ensure stable coverage in all areas of operations.
Closely monitor, log and communicate any service levels at risk or not meeting requirements.
Closely monitor volume of alarms and calls ensuring max delays remain within acceptable range to ensure business success.
Take ownership of shift results and their impact on the business while keeping the employees and company’s best interest.
Analyze and compare forecasted to actual daily data to identify disparities for the purpose of identifying possible issues and developing improvement for future forecast.
Identify patterns and isolate alarm traffic generated by unforeseen circumstances.
Use online weather resources to track adverse weather events that could impact alarm and call volume.
Consult with Operations and Workforce Management to develop solutions to business challenges that impact overall customer service and service levels.