Workforce Management Analyst

Position: Real Time Analyst

Department: Workforce Management

Overview:

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

Updates and processes data for real-time performance analysis.

Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.

Manages and monitors the queue for the Operations account against the attainment of passing service levels.

Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.

Acts as the central point of communication regarding account performance by cascading vital

information to key decision-makers.

Escalates relevant information on account performance to Management and ensures proper document on major incidents.

Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.

Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.

Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.

Conducts training for new hires, or as required for Operations.

Required skills + qualities (technical):

Bachelor's Degree in any field

At least one (1) year of Workforce Management experience within the call center / customer service industry.

Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.

Previous call center operations experience

Required skills + qualities (non-technical):

Basic knowledge of workforce management processes, concepts and principles (i.e. staffing

projections, scheduling, service level analysis, metrics monitoring).

Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.

Working knowledge of call center operations and organization.

Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)