
Associate Real Time Reports Analyst
1 week ago
Qualifications:
- Bachelor's Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
- At least 1 year of previous experience with data analysis
- At least 2+ year Workforce Management (WFM) functions experience preferred
- Amenable to work onsite in Eastwood
- Amenable to work shifting schedule
- Good organizational and communication skills, plus knowledge of talent management programs functions
- Proficient in MS Office apps (MS Excel/Word/Power Point)
- Experience and comfortable with presenting to upper management
Job Description:
- May manage various workforce management systems, such as IEX scheduling software and CMS
- Identify Triggers
- Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data
- Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary
- Have familiarity with forecast and scheduling concepts an asset
- Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations
- Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
- Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production
- Real time monitoring of call center activities (service levels, schedule adherence)
- Assist in coordinating call center activities with management teams
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