Workforce Management Analyst II (Real Time)
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About The Position
As a dedicated Workforce Management Analyst II (Real-Time), you will be responsible for contact center workload management performance (ex. daily staff requirements, schedule efficiency, and time off). You will build and maintain internal and external business partner relationships to proactively identify, report and solve scheduling issues and deliver on performance. The Workforce Management Analyst II (Real-Time), oversees business schedule processes and data to ensure effective integration with strategic call center suppliers. You monitor call center patterns to plan and actionize on productivity and key performance indicators. You will also be responsible for identifying performance gaps in real time, service as a resource to team members on escalated issues, develop Contact Center Real Time Management knowledge to feed business decisions in support Member Service efficiencies, identify performance trends and develop solutions to remediate, and makes real time scheduled activity adjustments to remediate performance gaps.
