Workforce Real-Time Analyst

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