Posted:1 day ago|
Platform:
Work from Office
Full Time
The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real time using workforce management tools and ACD real-time displays. The RTA works closely with Operations, promptly communicating non-adherence events so that agents can be redirected as needed to maintain service levels. The role includes monitoring agent behaviours such as talk time and after-call work, identifying when these exceed defined thresholds, and calling out such events to ensure operational efficiency.
The RTA also tracks real-time campaign statisticsincluding service levels, staffing, and interval requirementsto ensure contractual standards are met. They provide timely feedback to Workforce Management leads and Operations leadership on campaign status and performance trends. In addition, the RTA may be required to adjust agent skill associations, support schedule changes, and provide both real-time and historical reporting as needed.
The RTA collaborates with scheduling teams to assist with shift bids, swaps, and time-off requests, ensuring optimal coverage across all workflows. By maintaining accurate records and proactively communicating with stakeholders, the RTA plays a critical role in supporting business objectives and delivering a seamless customer experience.
The RTA is also responsible for conducting Root Cause Analysis (RCA) on service level misses or adherence issues and sharing findings and action plans with both internal teams and clients as appropriate
1. 1+ years of experience in Workforce Management, Real Time Analysis, includingscheduling and forecasting experience with software packages such asAvaya CMS, Intercom, Sales Force, Verint, IEX, Aspect eWFM, etc.
2. Experience in a large (100 agents minimum), multi-site call center operationwith outsourced sites, and multiple lines-of-business
3. Analytical experience with data, systems, and operations
4. Excellent analytical, organizational, problem solving, verbal and written communication skills
5. Significant creativity is required
6. Excellent communication and interpersonal skills for effective collaboration with internal teams and clients.
7. Ability to handle multiple tasks and work in a fast-paced environment.
8. Flexibility to adapt to changing requirements and priorities.
9. Ability to work independently, within a team environment and with multiple priorities
10. Proficient in current industry standard PC applications and systems (e.g. Excel, PowerPoint, Power BI, Tableau and Word)
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