Onsite Call Center Real Time Analyst (Workforce Management)

Job Title

This position will require onsite presence at our facility in Casselberry.

Responsibilities

1. Communicates any system downtimes to all stakeholders

• Escalates any system downtime and tool issues to the Qualfon and Account's Management
• Communicate effectively any information deviating from plan to Operations Team from Account's Workforce Management
• Documents and sends pertinent analytical insight to improve performance

2. Monitor and manage intraday staffing levels for Client's.

• Update the Operations with staffing every interval during the hours of operations that presents opportunities
• Managing staff levels through Skill and Organizational requirements
• Monitor the actual staffing deviations and recommend OT or VTO adjustments as needed
• Provides insight into necessary staffing adjustments to improve future outcomes

3. Monitor real-time ACD agent work state reports

• Responsible adjusting and coding agents in non-adhering work states
• Monitor and sends the Schedule Adherence performance alert to Operations
• Monitor the Client's approved discretionary activities of the agents work state
• Management of auxiliaries activities for any Verint related schedule changes

4. Ensures the Split/Skill assignment of all agents

• Runs a split/skill check to cross reference from the existing Skill Plan of the Account management
• Accommodate Split/Skill change request to account for real time needs

5. Accommodate and perform requests and assignments as directed

• Ability to provide and complete requested assignments on a timely manner
• Ensure all provided information requested is correct

Qualifications

• College Graduate or have completed at least 3 years of any related courses.
• Knowledge on FTE projection and calculation
• Keen to details
• Ability to interact and relay instructions effectively to all levels of management
• Working knowledge on Workforce Management and Operation process
• Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
• Working knowledge on KPI calculation of the Operation

Competencies:

• Data Management
• Ability to plan, develop, and manage data storage and retrieval systems by applying generally accepted data models, standards, and processes
• Update and create reporting to drive better decision making toward target achievement
• Keenness to Detail
• Ability to pay keen attention to details in a job, situation, report, event, plan, activity, etc., to ensure that information is complete and accurate, and all other aspects are attended to properly and adequately; and to follow up with those involved to ensure that agreements and commitments are fulfilled
• Workforce Management
• Ability to plan, lead, organize, and control the various Workforce processes such as staffing, projections, scheduling, service level analysis, metrics monitoring, etc., using various tools such as: Avaya, CMS, Verint, IEX, eWFM, Aspect, Impact 360, Basic Erlang B & C Distribution, Queuing Theory, Statistical tools like descriptive analysis, inferential analysis, Capacity utilization analysis
• Analytical & Logical Thinking
• Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources and identify alternative actions.
• Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach
• Ability to perform under pressure while maintaining quality and professionalism
• Forecasting
• Ability to develop models or projections based on the study of past results, relationships, and data, and anticipating future trends/events
• Ability to reforecast real-time to adjust strategies based on ongoing tendencies