WFM Analyst II
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About The Position
The Workforce Analyst II is responsible for monitoring, reporting and problem solving increasingly complex issues to address schedule adherence in real-time using real-time adherence software and ACD real-time displays. The Analyst II collaborates proactively with analytics, forecasting, scheduling, Learning & Development and Operations, calling out non-adherent events so that non-adherent agents can be directed back toward the phone. Analysts II monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Analysts II watch real-time statistics across various measures such as service level or staffing interval requirements to ensure contractual standards are met. Analysts II provide real-time feedback to the Workforce Management team (WFM) and Operations. Analysts II proactively researches and takes preventive measures to address performance including change agent skill associations / or provide historical reporting as needed.
