Workforce Management Real Time Analyst

As WFM Real Time Analyst – you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health. 

Job Details 

Work Setup: Work-from-home  
Schedule: Monday to Friday, 12:00 PM to 9:00 PM EST 
Holidays: Philippine Holidays 

Responsibilities: 

• Real-time monitoring of queues; support real-time updates of queues/skill assignments as needed to balance service levels across queues. 
• Routine evaluation of staffing versus forecast and actioning appropriately to ensure the balance of productivity and service objectives are met. 
• Consult with leaders in planning off queue activities. 
• Prepare and refine weekly schedules to support operational needs. 
• Report and advise on offline activities, service goals, and agent occupancy. 
• Monitor schedule adherence and alert leaders to minimize impact of customers. 
• Facilitate real-time discussions with leaders as required. 
• Propose process improvements to enhance our daily operations. 

Requirements: 

• 2+ years contact center experience in a Workforce Managed environment. 
• 2+ years experience with a CCaaS software Genesys Cloud CX preferred. 
• Exceptional communication and interpersonal skills are essential. 
• Strong problem-solving skills. 
• Strong organizational/time management skills. 
• Ability to work in an environment focused on continuous improvement. 
• Strong ability to assess situations proactively and make timely, well-informed decisions. 

Skills: 

• Proficiency in Microsoft Excel. 
• Proficiency in basic PC skills. 
• Experience leveraging analytics and reporting tools, preferably in Power BI. 
• Experience using automated call distribution and call management software, solid understanding of telephony, routing, skilling systems and methodologies.