Workforce Management Real Time Analyst
The Workforce Traffic Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. Traffic Analysts work closely with Operations, calling out non-adherent events through Desk Alerts or walkie-talkies so that non-adherent agents can be directed back toward the phone. Traffic Analysts also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Traffic Analysts watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients. Traffic Analysts provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign. Traffic Analysts may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements.
FLSA Status: Non-Exempt
Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the walkie-talkie.
Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
Provide historical reporting compilation as required by the campaign.
Minimum one year experience in a call center environment and familiarity with Workforce functions required
One year prior experience working with workforce management technologies preferred.
One year using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX preferred
Some experience with call center reporting and metrics preferred
Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
High School diploma or equivalent required, 2 years college or more preferred
Strong Analytical Skills required to critically assess situations and make decisions in real time
Excellent problem solving and decision-making skills
Ability to operate effectively in a team environment
Excellent oral and written communication skills and interpersonal skills