Workforce Management

ADP•Tempe, AZ

12d•Hybrid

About The Position

The Real Time Analyst is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan. This is performed real-time, as well as, analyzing and communicating historical trends. The Real Time Analyst must be aware of region goals, trends and past performance in order to determine when to engage backup plans to address anomalies. Deploying backup plans must be done at the appropriate time, not too early and not too late, in order to support both the associate and client experiences.

Requirements

High School Diploma/GED
Must have at least two years of workforce management experience or equivalent with at least 1 year of call center experience
Proficient in MS Word, Excel, PowerPoint
Strong analytical skills
Self-motivated and must excel in minimally managed, high profile position
Strong commanding presence
Excellent verbal and written communication skills

Responsibilities

Continuously monitors CMS, IEX, Virtual Hold and related call center tools for incoming channel volume (Inbound, Email and Chat), Clarify Queue Volume and associate real time adherence.
Analyze variances in the projected call volume and staffing real time to determine when or if corrective action must be taken. This requires taking action appropriately and timely, not too early and not too late. If done too early, it greatly impacts the associate experience. If done too late, it greatly impacts the answer performance or the ability to complete back office requirements.
Identifies, investigates daily outside acceptable thresholds and communicates discrepancies to either the appropriate manager/supervisor or directly with the associate.
Maintains and modifies associate schedules once released based on unplanned events or activities.
Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc.
Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system.
Maintain skill sets within IEX, CMS, databases, data sources, etc to support core activities, and allow accurate and effective schedule production in line with forecasted demand per skill set.
Perform agent skill set administration to ensure appropriate staffing levels and workload balance.
Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
Analyze call volume patterns to manage work shifts, lunches and breaks.
Maintain communication channels regarding events that impact call volumes.
Maintain daily event log of any systemic or operation issues impacting regional performance.
Analyze historical performance data to identify trends (associate behavior, call volume, activities, etc.) and provide insightful expertise to regional leadership and centralized Workforce Management team.
Develop and distribute relevant reporting to Regional Leadership.