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Check with seller Real Time Analyst - Workforce Management Jackson

Published date: April 3, 2022
  • Location: Jackson, Mississippi, United States

Summary of Position:
The Real-Time Analyst (RTA) will monitor queues real-time and schedule adherence tools to ensure service level and response time objectives are met, including multiple real-time escalation and agent queues. Collaborate with the workforce team as needed throughout the day. Provide support to leadership staff to ensure adherence metrics are attained. Generate schedules considering business needs. Perform and handle other duties/tasks as assigned.

Job Requirements

Generate short term and long-term forecast, continually analyzing historical trends, incorporating new initiatives that impact forecast and ensuring forecast accuracy
To ensure service level metrics and optimal staffing levels are achieved.
Conduct gap analysis and recommend staff numbers that include defined shift requirements to facilitate new hire recruitment strategies.
Ability to manage intraday to ensure SLA targets are met, which includes real-time monitoring (RTA), handling WFM calls and emails, processing scheduling requests, helping manage agent schedule adherence and other ad hoc tasks.
Assist in the attendance process, absence reporting workforce and shrinkage management and analysis.
Ensure resources are utilized to meet call volume demands; monitor work queues to identify issues and collaborate with Operations.
Work within an existing team to deliver high-quality standard reporting, providing detailed analysis of daily operational performance and facilitate prior day root cause analysis and develop a plan to ensure SLAs are met.

Required Experience

  • 3+ years of call center experience in workforce management.
  • Proficient in MS Office 365
  • Experience in WorkForce Management (WFM)
  • Experience with scheduling software such as Genesys or ICBM
  • Reporting experience using Genesys PureConnect or equivalent
  • Ability to perform in a fast-paced environment
  • Ability to multi-task
Required Education

  • High School diploma or equivalent
Preferred Education/Certification

  • Associates Degree
  • Workforce Management Certification, e.g. Genesys PureConnect, Aspect eWFM, Avaya, NICE

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