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Workforce Management Real - Time Analyst

Workforce Management Real - Time Analyst

Job ID 
2017-2800
# of Openings  
1
Job Location(s) 
US-TX-Austin
Category 
Customer Service/Support

More information about this job

Overview

The Workforce Management Real-Time Analyst is a contributing member of the Resource Planning team within the Operations Support Center.  Responsible for ensuring the right number of agents are in their seats at the right times to handle an accurately-forecasted volume of incoming and outbound calls at the desired service level. This is a full time position that will require a flexible work schedule, with a mix of work-from-home and in-office responsibilities.

Responsibilities

  • Monitor queues to maintain healthy staffing levels and ensure our ability to meet our service levels
  • Manage the day-to-day business of handling call traffic utilizing intraday ACD reports and exception tracking forms
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
  • Distributes call volumes between Lead Screening and Outreach and utilizes cross-trained associates
  • Ensure that all reports originating from the department are accurate and reliable
  • Helps with the integration and implementation of new call center technologies
  • Prepares Service level Update to show where service levels, abandonment rate, and hours compliance are throughout the day – to include descriptive analysis review of that service level
  • Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day and in compliance with Paid/Unpaid production codes
  • Maintain project goals on a daily, monthly basis
  • Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management
  • Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures

Qualifications

  • Strong organizational skills, ability to prioritize workload, and perform multiple tasks with excellent attention to detail
  • Must be able to work under the stress of and meet deadlines
  • Work independently in the absence of supervision
  • Assumes and performs other duties and responsibilities not specifically outlined herein, as requested
  • Excellent business analysis, communication and documentation skills
  • Ability to deliver results in a fast paced and dynamic environment
  • Well versed in contact center specific Workforce Management concepts and tools
  • Basic knowledge of PCs and related software such as Google Forms, Excel, and Word