Real Time Management Analyst

JOB DESCRIPTION SUMMARY

This position reports to the Senior Supervisor of Call Center Operations. The Real Time Analyst is responsible for the successful intra-day monitoring of all Call Center Representatives. This includes the effective management, of the Call Center Representative’s schedules, queues, systems and offline operation support; with a focus on maintaining service levels across all lines of businesses and creating reports as needed.

DUTIES AND RESPONSIBILITIES

Call Center Operations

• Monitor real-time contact center activity, including call volumes, staffing, and service levels, to identify areas for improvement and make timely adjustments.
• Manage staffing levels dynamically to maintain optimal service levels and meet performance targets.
• Monitor key metrics such as service levels, average speed of answer (ASA), schedule adherence, average handle time (AHT), and after-call work (ACW), ensuring compliance with defined thresholds.
• Perform real-time queue management, including agent assignments and skill adjustments, based on established protocols.
• Coordinate and manage short-term or same-day off-line events for call center agents, ensuring minimal impact on call center performance.
• Monitor the Attendance Line and update schedules accordingly.
• Communicate proactively with agents and supervisors via instant messaging to ensure adherence to schedules, resolve real-time issues, and provide timely feedback.
• Escalate operational issues when necessary to minimize service disruption.
• Maintain a detailed daily log of actions taken to optimize service levels (e.g., re-skilling agents, reallocating calls, adjusting schedules, initiating or cancelling events).
• Collaborate cross-functionally with other departments to ensure seamless coordination of workforce management activities.
• Continuously assess and enhance real-time workforce management processes for improved efficiency and effectiveness.
• Complete reporting or ad hoc analytics as needed.
• Provides first-level technical support and creates IT support tickets for timely resolution.

Process Improvement

• Partners with WFM Analyst to manage and implement response plan to ensure schedule adherence, respond to unplanned call outs, and handle staffing time variances.
• Provide workforce management and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, and scheduling, bidding, and staffing strategies.
• Partners with WFM Analyst forecasting and scheduling team to plan for and understand upcoming anticipated events. Also actively participates in post-event analysis and improvement planning.

Other

• Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning and executing work in a helpful and collaborative manner, being willing to adjust efforts to ensure that work and attitude are helpful to others, being self-accountable, creating positive impact, and being diligent in delivering results.
• Meet all department service, attendance, and performance metrics.
• All other duties as assigned.
• Maintain internet speed of 40 MB download and router with wired ethernet.
• Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA required protection of all confidential/protected data.
• Maintain and service safety equipment (e.g. smoke detector, fire extinguisher, first aid kit)

PHYSICAL DEMANDS/WORKENVIRONMENT

The physical demands and work environment described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate with others. The employee frequently is required to move around the office. The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.

QUALIFICATIONS

• High School diploma or equivalent and three (3) to five (5) years of workforce management (WFM) experience in an inbound call center with a solid understanding of Automatic Call Distributor (ACD) call flow technology preferred.
• Ability to learn and adapt to current WFM tools.
• Solid mathematical aptitude.
• Strong analytical and problem-solving skills.
• Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes.
• Ability to establish priorities, multi-task, work in a fast-paced environment and meet tight deadlines, work independently with minimal supervision in a team environment.
• Advanced computer skills with a variety of software applications including Access, PowerPoint, Excel, Word, Visio and Outlook.
• Proficient at conducting analysis and recommending solutions to improve the performance and efficiency within the Call Centers.
• Demonstrated knowledge and understanding of key call center performance metrics.
• Excellent written and oral communication skills.