Intraday Workforce Analyst

The Intraday Real-Time Analyst is responsible for monitoring and managing the flow of call and chat traffic. The role focuses on ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, real-time adjustments, and strong communication skills. This role is pivotal for maintaining efficient operations and ensuring that service level agreements are met consistently. Successful Real-Time Analysts are proactive, highly communicative, and analytical, ensuring the most efficient use of contact center resources. This role is remote.

What will be my duties and responsibilities in this job?

• Monitor and respond to Real Time Adherence (RTA), queue activity, and service levels.

• Identify and respond to service level threats, making adjustment to schedules, breaks, and agent assignments as needed

• Manage Calls Offline.

• Monitor and Maintain WFM inboxes.

• Make skills adjusters in eGain.

• Supports and makes changes to Intradiem messaging.

• Communicates intraday performance to management team and associate throughout the day.

• Recommend and adjust staffing levels through overtime, VTO and/or skilling.

• Make skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.

• ​Coordinate with Operations Team to pre-schedule all offline activity to complete an optimized plan that supports the business need and client contractual SLA’s. 

• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.

• Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis.

• Establish and maintain communications channels regarding events that impact contact center performance and workload.

• Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals.

• Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times.

• Assist with on-going initiatives, process improvements, and other duties as assigned.

Schedule:

• This role will work Monday - Friday 12 PM - 8PM ET. Saturday/Sunday off.

What are the requirements needed for this position? 

• High School Diploma or GED

• Minimum of 3 years' of experience in a contact center

• Minimum 2 years' of experience in a WFM or WFM related role

• Entry level skills in MS Office (Excel, Word, Outlook)

 What other skills/experience would be helpful to have?

• Professional verbal and written communication skills. 

• Possess the professional experience and aptitude to address escalated issues with a positive outcome.

• Strong analytical, communication and organizational skills.

• Knowledgeable of Microsoft Office applications, particularly Excel.

• Demonstrates …