Workforce Management Real Time Analyst

Workforce Management Real Time Analyst

The range for this role is $19.95 - $25.72 / hour. Actual base pay will be determined based on a successful candidate's work location, skills / abilities, experience, and education. This role includes opportunity to receive an annual bonus target of 5% of annual eligible earnings. Actual bonus amounts are determined by length of time in role, individual performance, and organizational performance.

Interested applicants must be willing and able to work onsite minimum 5 times per week in our Melbourne, FL office. Schedule : M-F, 10 : 30 a.m. - 7 : 00 p.m.

The Workforce Management Real-Time Analyst is responsible for tactical schedule planning and management utilizing Verint (Workforce Management Platform). This includes tasks such as forecasting, schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis while delivering excellent customer experience and controlling expenses.

This role is primarily responsible for intra-day management, with focus on short-term and long-term planning by accurately predicting contact volumes (call, email, chat, social), average speed of answer (ASA), service levels, abandonment rates, and average handle times by contact type; and monitor / adjust for trends and projected impacts.

Areas of focus include, but are not limited to : In Verint, scheduling, daily staffing requirements, forecasting procedures, service level, outliers, handle times, shrinkage, occupancy, and other call center metrics. Daily and ad-hoc report generation, intra-departmental communication, and relationship building are other key aspects of this role.

Essential Job Duties & Responsibilities :

• Responsible for tactical schedule management to maximize staffing resources and achieve service level objectives within Verint and Omni-channel platform (i.e. phone, chat, email) while limiting staffing expenses
• Identify and proactively respond to intervals that require remediation tactics (e.g., adjusting schedules, canceling off phone activities, soliciting for extra hours, etc.) leveraging Verint software
• Develop and produce accurate long, medium, and short-range staffing forecasts; develop highly efficient agent schedules to deliver upon the forecasts; and effective management / utilization of the Verint Workforce Management Suite
• Perform all workforce management activities with a focus on long term forecasting and planning including financial budget planning, short-term intraday / intraweek resource assignment, and providing secondary assistance to real time management
• Review net staffing plans and facilitate schedule adjustments in workforce management tools to cover any projected gaps (OT, meeting, training, break optimization, etc.)
• Intraday management and response plan implementation to ensure schedule adherence; respond to unplanned calls, staffing, and handle time variances
• Daily schedule and activity maintenance within WFM scheduling and Automatic Call Distribution (ACD) software tools
• Provide Verint reporting and trend analysis and feedback to the WFM Forecasting Analyst to improve contact handle time and shrinkage forecasts
• Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders
• Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis activities
• Contribute to the exercise and expression of Christian Care Ministry's Christian beliefs
• All other duties as assigned

Essential Skills & Abilities :

Core Competencies / Demonstrable Behaviors :

Education and / or Experience :

Supervisory Responsibilities :

Incentives & Benefits :

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

For full-time employees working 30 hours or more, some of our benefits include, but are not limited to :

100% paid Medical for employees / 99% for family Generous employer Health Savings Account (HSA) contributions Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance 6 weeks of paid parental leave (for both mom and dad) Dental - two plans to choose from Vision Short-term Disability Accident, Critical Illness, Hospital Indemnity 401(k) up to 4% match on ROTH or Traditional contributions Generous paid-time off and 11 paid holidays Wellness plan including Financial, Occupational, Mental / Spiritual, and Physical health incentives up to $50 / mo Employee Assistance Program including no cost, in-person mental health visits and employee discounts Monetary Anniversary Awards Program Monetary Birthday Awards

Minimum Age Requirement : Due to the nature of the responsibilities associated with this positionincluding independent decision-making, access to confidential information, and potential exposure to regulated environmentscandidates must be at least 18 years of age at the time of hire. This requirement is in accordance with applicable federal and state labor laws and is intended to ensure compliance with workplace safety and legal standards.