The Workforce Real Time Analyst manages and/or balances service levels for the call center across all internal and external locations, lines of business and products according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise. The analyst provides timely and appropriate communication regarding the performance of the call center to all interested parties.
● Actively display knowledge and understanding of key call center performance metrics such as service level, ASA, occupancy, adherence, etc.
● Making recommendations to route calls more efficiently within the telephony routing structure to better utilize all staffing resources and to meet any necessary partner contractual obligations
● Coordinating and managing same day and/or short-term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
● Partnering with the WFM scheduling team to schedule IEX future exceptions to consistently maintain appropriate staffing levels
● Monitoring NICE inContact and IEX to assist the management teams with acceptable agent adherence to schedules
● Analyzing trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
● Managing agent skills within NICE inContact to best utilize all staffing resources
● Monitoring available reports to effectively manage the performance of each call center business and/or product to acceptable results
● Assisting in the development of any reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
● Effectively communicate call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business; the communication should at minimum address: what is the situation, what is being done to address the situation, when the situation started, when the situation is expected to return to normal, why the situation started and what are the long and/or short term impacts to the business
● Establishing meetings to communicate information with business leaders to set expectations and confirm business needs to allow the business to make sound decisions
● Providing the business timely status updates on projects and initiatives
● Complete necessary reports, ad hoc reports and training materials
● All other duties as assigned
Requirements (internal)
● Performance Average for 6-month rolling is in the upper quartile of the respective team.
● No more than 2.0 attendance points
● No active corrective action or pending NTE
● At least 6 months serving in current role
● Attention to detail and ability to multitask
● Open to shifting schedules
Requirements (external)
● At least 1 year of experience as a Real Time Analyst is preferred
● Able to communicate effectively to all levels in the business
● Exposure with NICE (inContact and IEX) or similar tools is an advantage
● Proficient in Microsoft Excel
● Attention to detail and ability to multitask
● Open to shifting schedules