Performance Optimization Expert
3 days ago
About the Role
HelloConnect is seeking a skilled Real-Time Performance Analyst to join our team. As a key member of our workforce management group, you will play a critical role in driving performance and efficiency across our contact centers.
Responsibilities
- Develop and implement real-time strategies to optimize staffing levels, ensuring that our customer service agents are equipped to meet defined performance targets daily.
- Analyze intraday trends and provide recommendations to business units on resource allocation and KPI impact.
- Manage staff break schedules and schedule swaps, and work with supervisors to allocate resources during low-call volume periods.
- BREAK OPTIMIZATION AND RE-SCHEDULING OF DAILY EXCEPTIONS TO MEET SCHEDULING REQUIREMENTS.
- Perform periodic skill audits to ensure accurate staffing alignment.
- Convert management team information into actionable insights for real-time resource adjustments.
- Coordinate non-production activities while maintaining productivity and service level goals.
- Document and track workflow processes for accurate process management.
- Ensure accurate, reliable, and timely reporting.
- Monitor overall office adherence to work schedules and alert supervisors of non-adherence.
- Investigate extended call states across all queues.
- Track performance, schedule adherence, overtime, absenteeism, productivity, and technical issues.
- Proactively mitigate system outages, technical issues, or unexpected staffing challenges.
What You'll Need
- Strong analytical skills with ability to interpret data and make informed decisions.
- Excellent communication and collaboration skills.
- Ability to work in a fast-paced environment with multiple priorities.
- Familiarity with workforce management systems and tools.
- Experience in contact center operations or a related field.
What We Offer
- A dynamic and supportive work environment.
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