The Real-Time Analyst (RTA) is a key member of our WFM team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency.
Key Responsibilities:
- Real-Time Monitoring: Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).
- Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.
- Schedule Adherence: Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules.
- Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
- Intraday Adjustments: Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.
- Assist in reassigning agents or reallocating resources to address emerging needs.
- Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.
- Proactively inform the management team of any challenges or opportunities for improvement.
- Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.
- Analyze data to identify trends and areas for improvement.
- Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.
- Work with IT to ensure that software and tools are up-to-date and aligned with business needs.
- Proficiency in Excel reporting