WFM RTA Analyst

Role & responsibilities

• Daily real-time monitoring of service levels for all queues at all sites.
• Oversee agent performance from all teams at all sites.
• Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
• Communicate changes to incoming contact patterns to operations and the broader WFM team.
• Update and send reports related to the performance overall, per queue and of each site.
• Review and process OT/VTO requests in real-time.
• Work closely on short-term and long-term workload forecasting, scheduling activities

Preferred candidate profile

• 2+ years of experience in Workforce Management, including scheduling and forecasting experience with a software package such as Avaya CMS, Genesys, Verint, IEX, Aspect eWFM, etc.
• Experience in a large (100 agents minimum), multi-site call center operation with outsourced sites, and multiple lines-of-business
• Analytical experience with data, systems, and operations
• Excellent analytical, organizational, problem solving, verbal and written communication skills
• Significant creativity is required
• Ability to work independently, within a team environment and with multiple priorities
• Proficient in current industry standard PC applications and systems (e.g. Excel, PowerPoint and Word)
• Must be a quick learner