What are the responsibilities and job description for the Workforce Real-Time Analyst position at Movate?
Job Description
Job Description
Department
Global Workforce Management
Title
Workforce Real-Time Analyst
Location
Temple, Texas USA
Work Schedule : Initially must be flexible to work between 8am and 10pm CST Monday - Saturday
JOB OBJECTIVE :
To manage Movate’s call traffic to ensure compliance with customer service level agreements
To serve as the call traffic and trending analyst for the assigned operations, provide real time and historical call center data to internal and external audiences, and work with call center supervisors and managers
To own real-time analysis of trends within assigned operations, not limited to call volumes, call patterns, staff productivity, performance trends, shrinkages and resource allocation
To use results of these analyses to adjust forecasted intraday call volume, AHT and staffing, apply the necessary action plans and strategies to address anticipated gaps, and proactively communicate recommendations and messages to increase chances of passing operational KPIs
JOB SPECIFICATIONS (Qualifications, Skills, and Experience) :
At least 3 years of related contact centre experience
Minimum of 1 year traffic management experience in a complex skills-based routing environment, for external candidates
Conducts load-balancing through skill based routing system
Works with the assigned operations management team in adhering with the planned schedules and activities, implementing action plans aimed to alleviate on-going and anticipated challenges
Partners with the assigned operations department in coming up with real time action plans needed to mitigate the on-going challenges and works with the team in the proper execution of the tasks at hand
Implements and supports a standardized call center staffing model, as well as makes recommendations, adjustments, and serves as key analyst for staffing questions for management
Provides real-time analysis around productivity impacting scenarios to customers to enable them in making timely decisions about offline activities and outages
Provides ongoing internal communications with Movate’s staff and management on load balancing and staffing requirements in real-time, historically, and proactively
Performs analysis to support call trending and tracking of call volumes used to assist in staffing decisions
Acts as the focal point between the client workforce management team and the assigned operations management
Participates in and contributes to performance improvement activities
Establishes and maintains appropriate level of call center reporting to key stakeholders
Assists operations leaders with ad-hoc reports needed detailing performance outputs and / or challenges
Participates in special projects and performs other duties as assigned
Gathers relevant information on technical issues and communicates with the appropriate support departments
Good understanding of basic contact center metrics and overall contact center operations
Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates)
Demonstrates high sense of urgency, quick thinker and sound problem solving skills
Must have good organization and time management skills
Excellent verbal and written communication skills
Required to work flexible hours / shifts and able to work onsite
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Workforce Real-Time Analyst?
Sign up to receive alerts about other jobs on the Workforce Real-Time Analyst career path by checking the boxes next to the positions that interest you.
