Contact Center Planning & Monitoring Analyst

Position Overview

The Workforce Management Realtime Analyst is responsible for ensuring Schedule Adherence is maintained for all Client Advisors in the Contact Center. Responsibilities include monitoring and reporting on Call, Chat, and Email volume patterns against the forecasts for each media type and making the appropriate staffing adjustments to ensure the Contact Center is running efficiently.

Key Accountabilities

• Dynamically manage staff allocation changes to ensure service levels are met
• Administers time & attendance of employees, to ensure accuracy of the work records.
• Monitor key Contact Center metrics from multiple channels delivered on 15-Minute intervals
• Prepare timely ad-hoc, daily, weekly, and monthly performance reports to Contact Center leadership team
• Provide workforce performance feedback on a regular basis to Contact Center leadership
• Perform continual analysis of current performance noting recent historical trends and conduct real-time re-forecasting to make necessary adjustments in staffing plans
• Coordinate with operations teams to achieve service level goals in our multi-channel remote agent workforce.
• Monitors employee performance against work schedules and real-time productivity through WFM and other Contact Center applications.
• Informs in real-time the WFM Manager and Operation Team Leaders about employees that pass thresholds for schedule adherence and productivity.
• Processes schedule change requests to the published schedule.
• Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.

Qualifications

• 2+ Years of recent experience with Verint WFM or other WFM Applications in a Multi-Channel Contact Center
• Experience with Finesse, eGain, or other Contact Center reporting tools
• Exceptional accuracy and attention to detail.
• Strong verbal and written communication skills
• Able to interpret and communicate information accurately.
• Possess good judgment, patience, and diplomacy.
• Advanced skills using Microsoft Excel in a business environment.
• Ability to prioritize and meet tight deadlines.
• Ability to maintain composure in critical situations and communicate clearly.
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
• This position will require evening and weekend hours to support Contact Center hours of operation.