Contact Center Workforce Real Time Analyst

Job Summary

The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the Contact Center.

Role and Responsibilities

• Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.
• Verify communication of all information relevant to staffing
• Update employee and team data maintained in the workforce management software
• Assist Operations with any schedule or staffing information requirement.
• Monitor ½ hourly call volumes, AHT, and staffing requirements.
• Alert Operations management on threshold violation
• Monitor, track, and report agent schedule adherence and employee occurrences
• Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
• Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

Knowledge, Skills, & Abilities

• Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
• Broad knowledge of Contact Center and customer service operations
• Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
• Integrity, Customer focus, Innovative
• Displays teamwork and leadership skills
• Good communication and interaction skills
• Strong problem-solving skills
• Adaptable to change and able to work under pressure
• Time management skills and able to multi-task
• Flexible with schedule to accommodate working in a 24x7 environment and international time zone.

Education and Experience Requirements

• 1 to 2 years work experience in a Contact Center environment preferred
• High School Diploma/GED

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Job Type: Full-time

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift

Work setting:

• Call center
• In-person

Education:

• High school or equivalent (Required)

Experience:

• Workfore RTA: 1 year (Required)
• Call center: 1 year (Required)
• Forecasting: 1 year (Required)
• RTA: 1 year (Required)

Work Location: In person