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. The Workforce Management Analyst I - Real Time Analyst 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.
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 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 holidays
- Paid Time Off
- incentive bonus programs
- 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
