Workforce Management/Real Time Analyst

Responsibilities

• Ensure that Company's Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner.
• Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI)
• Manage the daily/intraday performance reports and update status to Leadership
• Manage daily and intraday schedule adherence
• Analyze past call volume, interval arrival patterns and staffing patterns
• Re-allocate inbound volume and staffing assignment (if needed)
• Encode exceptions on the WFM tools.
• The point of contact for any additional in-center pullout requests internally and from different vendors .
• Communicating any real-impacts (outages, influxes in volume, vendor issues)

Skills

• Passionate about delivering an excellent Customer Experience
• Minimum of 1 year of relevant experience in Workforce M...