Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels.
Manage Call Offline.
Monitors and Maintains WFM inboxes.
Make skills adjusters in eGain.
Supports and makes changes to Intradiem messaging.
Communicates intraday performance to management team and associates 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.

Intraday Workforce Analyst

Key skills