Workforce Real Time Analyst
San Jose, CR
hace 14 días
  • Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics.
  • Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.
  • Monitor WF attendance management system and update the attendance report for absenteeism. Ensure accurate recording and reporting of shrinkage (Sickness, NCNS and Absent) within Aspect.
  • Process real-time tickets related to schedule change request, non-production request and associate GACD profile change request.
  • Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards.
  • Onboarding and maintenance of call center employee profiles, in particular skill assignments and skill proficiency settings.
  • Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.
  • Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system.
  • 3 years’ experience and success in WFM or Operations Contact Centers
  • Experience with Aspect and / or IEX
  • Experience with RTA work in multi-channel global contact center environments including phone, email and chat
  • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.
  • Proven ability to build relationships quickly.
  • Decision Making / Complex Problem Solving- proactively gather the right data from appropriate sources, probe / consider all of the facts, considers other perspectives;
  • conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.

  • Advanced skills using Microsoft Excel in a business environment
  • Ability to prioritize and meet tight deadlines
  • Analytical with attention to detail
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