Real Time Analyst
5 days ago
A
Workforce Management (WFM) Real-Time Analyst
monitors live contact center data to ensure service level agreements (SLAs) are met, adjusting staffing and resources dynamically to manage call/chat volumes and agent availability. Key responsibilities include tracking agent adherence, managing real-time alerts, reallocating resources, collaborating with supervisors, and analyzing data to enhance operational efficiency and meet performance goals.
Key Responsibilities
- Real-time Monitoring:
- Continuously observe critical metrics like call/chat volumes, agent availability, and service level adherence.
- Staffing Adjustments:
- Dynamically allocate agents and workloads to ensure optimal coverage during peak times and minimize overstaffing during slow periods.
- Schedule & Adherence Management:
- Monitor agent schedules and break adherence, taking corrective actions when necessary.
- Alerts & Issue Resolution:
- Set up and respond to real-time alerts for performance deviations, and manage issues such as system outages or routing problems.
- Data Analysis & Reporting:
- Analyze historical and current data to identify trends and anomalies, and provide recommendations for process improvements.
- Collaboration:
- Work closely with supervisors and managers to provide performance updates and address operational challenges.
- Forecasting:
- Use data to make short-term adjustments to forecasting models, considering factors like seasonality and promotions.
Skills & Tools
- Analytical Skills:
- Ability to analyze data, identify trends, and contribute to strategic decisions.
- Technical Proficiency:
- Familiarity with workforce management software, data management systems, and advanced Excel functions.
- Communication Skills:
- Actively communicate with various stakeholders to share updates and call out deviations.
- Critical Thinking:
- Ability to make quick, critical decisions in a fast-paced, business-critical environment.
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