Workforce Management Analyst

Essential Functions/Core Responsibilities:

Manage Real Time exceptions in a large call center environment

Provide communication to and from Operations and other support departments for escalation of service-impacting issues

Oversee call flow, real time, through workforce management tool (i.e. IEX).

Monitor intra-day call and work volume as compared to forecast.

Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required

Ensures that service level reports to scan for issues and anomalies and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)

Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)

May conduct manual studies or analysis due to system shortfalls (i.e. AHT, etc.)

Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)

Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement

Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems

Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data

Investigation of any deviations and enter exceptions in real time

Maximize efficiency and occupancy while meeting service objectives

Recognizes and recommends operational and support improvements

Candidate Profile:

At least 1 year of experience or above in WFM

Should be comfortable with 24 X 7 working environment

Candidate should have excellent verbal communication skills and displays high confidence level

Candidate should demonstrate time management and prioritization skills

Candidate should demonstrate analytical, problem solving and logical skills

Basic understanding of Voice / Non-Voice RTA process & WFM Metrics

Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors

Mathematical and logical skills

Candidate has intermediate knowledge of Excel & PowerPoint and Candidate should be able to analyze information and discern trends

Skills Required:

- Expertise in Google Sheets, SQL, App Script, Big Query, and Looker

- WFM Background

- Analytical