Workforce Management Real Time Adherence Analyst (Remote in USA)

Gainwell Technologies LLC • OH

75d • $55,300 - $60,000

About The Position

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via various communication platforms with functional areas.

Requirements

• Strong analytical skills to interpret data and make informed decisions quickly using Excel and other analytical tools.
• Excellent communication skills to collaborate with operations teams and escalate issues effectively.
• Ability to work under pressure and make rapid adjustments in a fast-paced environment.
• Proficiency in workforce management software and tools.
• Understanding of contact center operations and key performance metrics.

Responsibilities

• Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.
• Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
• Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
• Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Flexible vacation policy after ninety (90) calendar days of employment.
• Company provided computer for work use.
• Paid company travel may be required a few times each year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees