WFM - Real-Time Analyst

The Real-Time Analyst is responsible for managing the workforce management processes including real-time, scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Workforce Supervisor.

Job Responsibilitie

• sMonitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine best course of action to fill resource needs/maintain service levels
• .Provide real time updates to operations
• .Track, report and call out real-time adherence issues
• .Provide shift reports to management with service level and abandon rate explanations for any day where KPI’s are missed