WFM - Real Time Analyst

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)