Workforce Real Time Analyst

hace 7 días

San Vicente Ferrer, Colombia Sutherland A tiempo completo

Job Description: Job Summary:
Duties and Responsibilities May Include:
- **Coordinates appropriate staffing allocation and availability of agents in order to achieve service level objectives.**
- Monitors site/programs to ensure optimal staffing levels.
- Adjust Real Time intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

- **Administers contingency action plans as deemed necessary and appropriate.**
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Facilitates real-time discussions with necessary stakeholders.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
- Ensures that all reports originating from the department are accurate and reliable.
- Provide support, through the use of technology and tools (IEX, CMS, eWFM) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.
- In collaboration with SD, input scheduling adjustments as required, within the specified time period, understand the root cause issue(s) and resolve with Scheduling Team for all future schedules.
- Execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
- Assist SD to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
- Support SD to help better manage intraday business performance to meet or exceed SLA and KPI targets
- Input intraday scheduling exceptions as required (e.g. training, meetings, coaching, overtime, etc.), through the IEX WFM Tool.

**Qualifications**:***:

- Attention to details
- Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
- Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Reliability in following through with commitments and responsibilities
- Ability to innovate and deploy data-driven business solutions
- Ability to manage and navigate a constantly changing business environment
- **WFM Knowledge and 1 year plus Experience**:

- Proficiency MS Excel

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