Workforce Management Analyst - RTA

Role Overview: As a Real Time Analyst in the Workforce Management department, your primary responsibility is to ensure the achievement of service levels for each Operations account by actively managing the queue in real-time. You will serve as the central point of communication for all events and circumstances affecting account performance, updating and analyzing data for real-time performance evaluation. Obtaining quantifiable performance metrics such as call volume, AHT, and service levels, you will provide critical recommendations to address any performance issues. Key Responsibilities: - Monitor the queue closely against the service level targets and proactively devise action plans. - Communicate with Team Captains and Operations Management to address performance issues. - Cascade vital information to key decision-makers and escalate relevant details on account performance to Management. - Document major incidents effectively and stay informed about new policies and procedures related to specific accounts. - Address key issues and challenges in achieving service levels by devising appropriate solutions. Qualifications Required: - Bachelor's Degree in any field. - At least one year of Workforce Management experience in the call center or customer service industry. - Formal training in Workforce Management. - Previous experience in call center operations. - Basic knowledge of workforce management processes, concepts, and principles. - Familiarity with client specifics and workforce management software systems. - Understanding of call center operations. - Proficiency in MS Office applications and call center-specific software. (Note: Additional details of the company were not present in the job description),