Workforce Management Analyst I - Real Time Analyst
About The Position
This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.
Requirements
- Requires a H.S. diploma and a minimum of 2 years call center operations experience; or any combination of education and experience which would provide an equivalent background.
Nice To Haves
- Real-time management experience in a centralized call center environment is preferred.
- Previous experience with MS Excel, Tableau, Coding Database (DBA) is strongly preferred.
- Prior working knowledge of Genesys Cloud and/or NICE IEX is strongly preferred.
Responsibilities
- Monitors call volume demand in real time and flexes workforce accordingly.
- Ensures that the best possible call center service levels are achieved to maximize utilization.
- Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
- Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
- Schedules activities around forecasted call patterns.
- Schedules off-phone activities when call volume projections are down.
- Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met.
- Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
- Updates schedules to account for breaks, paid time off, tardiness, etc.
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
- Paid Time Off
- medical
- dental
- vision
- short and long term disability benefits
- 401(k) +match
- stock purchase plan
- life insurance
- wellness programs
- financial education resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
