Offshore Real Time Analyst (Workforce) - Work From Home

JOB SUMMARY

This position will be responsible for the development, enhancement, and management of the contact center reporting.

ESSENTIAL DUTIES:

• Monitor intra-day contact volumes and real time staffing to drive performance and ensure key service level goals are attained for clients.
• Including but not limited to queue threshold monitoring, net staffing outlooks, comprehensive root-cause analysis, agent adherence/conformance monitoring.
• Provide interval level performance metric updates, analysis with observations, key insights, recommendations/solutions and root cause analysis to client and vendor support teams.
• Lead/facilitate checkpoint meetings with contact center leadership teams providing analysis and direction.
• Execute intraday applicable ACD routing strategies and changes within routing profiles.
• Collaborate with client operations teams and internal client support teams.
• Drive operational improvements for clients, develop, document, maintain and support SOP’s.
• Successfully engage in initiatives simultaneously and collaborate daily with team members.
• Execute continuous optimization and improvement align with industry best practices for the WFM Intraday Management practice and maintain relationships with stakeholders by meeting and educating them on the nuances of Intraday Management to foster credibility and partnership.
• Provide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvement
• Solid analytical and reasoning abilities, including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.
• Expert in translating metrics and reporting concepts to all levels of the organization.
• Perform other duties as assigned

QUALIFICATIONS:

• Prior experience in intraday management, working with workforce management tools (e.g., Aspect eWFM, Nice IEX, Verint, Calabrio, etc.), telephony platforms and theoretical knowledge of how the software works.
• Knowledge of support for back office workforce management activities
• At least 4 of contact center experience; minimum of 1 of Real Time / Intraday Management experience
• Experience with contact center functionality, reporting, and analytics (e.g., IVR, ACD, WFM, etc.).
• Ability and comfort level to communicate (written and verbal) with clients, vendors and team members.
• Experience working in a constantly changing environment and is ok being flexible as Client’s needs change and evolve.
• Ability to work all shifts (includes nights, weekend, and holidays) as well as be on-call and can work overtime as needed.
• Experience creating process documents and procedures, user guides, client playbooks would be desired.
• Ability to identify opportunities for improvement as well as proven success driving change through strategic initiatives
• Ability to work within teams to accomplish goals