About this role

Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
Remain flexible to take on additional assignments as needed.

Experience with Workforce Management (WFM) in a multi-channel environment.
Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
Strong skills in Microsoft Excel or Google Sheets.
Excellent interpersonal and communication abilities.
Strong analytical and problem-solving skills.
Highly organized, capable of managing competing priorities.
Ambitious and consistent, with a comfortability in diverse and challenging situations.

Workforce Real Time Analyst

Key skills