This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
Workforce Real Time Analyst
S3 - Shared Services & Solutions - Baltimore, MD
posted about 2 months ago
About the position
The Workforce Real-Time Analyst plays a crucial role in the Contact Center Workforce Management Team, ensuring that staffing levels are optimized to provide a seamless experience for members calling the center. This position involves real-time monitoring of call volumes, adherence to schedules, and making necessary adjustments to maintain service level goals. The role requires collaboration with management and agents to enhance productivity and service quality in a supportive team environment.
Responsibilities
- Monitor daily chat and real-time reports and dashboards, making necessary queue adjustments to ensure all queues function above set Service Level goals.
- Update agent attendance by reviewing and tracking daily call-out messages and sending report updates to management.
- Review and enter schedule exception requests daily, focusing on accuracy and productivity.
- Receive and review time off/schedule adjustment requests, responding to agents with decisions and making necessary adjustments in the calendar and schedule.
- Identify trends and patterns in attendance, adherence, and availability, providing feedback to management.
- Update agent skilling and queues as needed.
- Assist with scheduling, including adding/updating breaks, casework, trainings, meetings, and corporate initiatives.
Requirements
- 1 year of experience in a call center or relevant customer service experience, preferably in a credit union or financial industry.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Excellent written and verbal communication skills.
- Highly organized and analytical with strong attention to detail and accuracy.
- Knowledge of credit union operations, including lending, business, online/mobile banking, deposit operations, and real estate/mortgage servicing.
Nice-to-haves
- Experience with Five9 and Community WFM is preferred.
- Knowledge of SQL and Python Scripting is a plus.
Benefits
- Group medical, dental, and vision coverage insurance
- Generous Paid Time Off
- Up to 11 Paid Holidays Per Year
- 401(k) With Employer Match and Discretionary Contribution
- Employee Referral Program
- Wellness Programs
- Peer-to-Peer Recognition Program
