Workforce Real Time Associate II

Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

ESSESNTIAL FUNCTIONS

• Assists in Training New Team Members
• Works with RTA Supervisors and Managers to complete projects and work with RTA analysts to complete adhoc requests
• Serves as an initial point of contact for RTAs in the absence of RTA leadership
• Serves as a Subject Matter expert for Skilling and Real time Monitoring
• onitors and manages phone and back office performance by analyzing real time volume and team member performance
• Monitors and manages workload distribution by adjusting team member skilling within the center
• Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to prioritize and meet service objectives
• Partners with leadership to update team member schedules for requested exceptions post schedule publication
• Adjusts team member activities (e.g. breaks, lunches, meetings, etc.) to minimize service level deviations
• Approves Wish List requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals
  
  

Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

ESSESNTIAL FUNCTIONS

• Assists in Training New Team Members
• Works with RTA Supervisors and Managers to complete projects and work with RTA analysts to complete adhoc requests
• Serves as an initial point of contact for RTAs in the absence of RTA leadership
• Serves as a Subject Matter expert for Skilling and Real time Monitoring
• onitors and manages phone and back office performance by analyzing real time volume and team member performance
• Monitors and manages workload distribution by adjusting team member skilling within the center
• Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to prioritize and meet service objectives
• Partners with leadership to update team member schedules for requested exceptions post schedule publication
• Adjusts team member activities (e.g. breaks, lunches, meetings, etc.) to minimize service level deviations
• Approves Wish List requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals