Job Description
Job Description
The Workforce Management Real-time Analyst (WFM RTA) is responsible for effectively managing call volume routing, representative statuses, making real time staffing and routing adjustments to meet volume requirements, adherence metrics that meets or exceeds key performance indicators for service level and first call resolution on each program.
This job requires you to work in the Omaha center
Key Responsibilities / Performance Requirements :
- Monitor intraday performance, notifying managers and supervisors as problems arise in order to optimize service level.
- Work with supervisory team and WFM Manager to adjust call center scheduling, staffing to meet both intraday and future needs.
- Monitor staff adherence to work schedules and provide adherence reports to business unit leadership.
- Develops and maintains relationships with the centers Leadership and its management teams.
- Collaborates and partners with the WFM Manager and WFM Analysts
- Research required information and resolve Workforce Management inquiries using available resources.
- Update and provide hourly attendance and program KPI updates
- Innovate process enhancements for improved efficiency
- Regularly communicate with Operations leaders and representatives on ACD / IVR Statuses
- Review, work, and resolve WFM tickets, including schedule adjustments
- Other duties as assigned
Skills :
- Excellent communication skills to communicate and interact with all levels of the organization.
- Strong computer skills with Microsoft office (outlook, excel...), Tableau (preferred but not required), knowledge of Five9 and Microsoft Dynamics.
- Comfortable in a fast-paced environment
- Problem Solving, Assisting in Team Tasks, Listening, Verbal Communication, Building Relationships, Basic Math Skills, Multi-tasking
- The ability to identify and trouble shoot customer and program problems that exist and effectively resolve and / or communicate needed resolution / escalation via application enhancements, or operational process changes.
Required Education and Experience
- High school diploma or equivalent required.
- One year of office / clerical support experience.
- Previous workforce management experience preferred
North End Teleservices is an equal-opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.
funenviroment #analyst #NET #NorthEnd #NETfamily
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