Real Time Analyst The candidate chosen for this position will be responsible for monitoring agent activities, forecasting, attendance management, as well as reporting.
KEY ACCOUNTABILITIES: Preparing intraday reports on staff attendance.
Reconciling attendance daily with employee timesheets against schedule and time in/time out reporting and making necessary updates in real time within the WFM software.
Real time management of resources specific to productive activities, performance requirements and schedule adherence.
Assisting Workforce Manager in managing changes to scheduling to ensure adequate daily resource coverage as a backup for the workforce management resource.
Communicating with management and operations team to ensure compliance with company standards.
Assist with maintaining running report of attendance incidents.
Ensuring hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
Monitoring attendance and schedule adherence in real time and historical settings highlighting adherence issues to the leadership team.
Providing analytical support for special projects.
Providing real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Performing continual analysis of current performance (noting recent historical trends) and conducting real-time re-forecasting to make necessary adjustments in staffing plans and coordinating with Operations teams to achieve service level goals / business objectives for a multi-site operation.
Communicating and working with staff members, clients, management, Human Resources, Payroll, and Accounting.
Performing any other related duties as required or assigned.
CORE COMPETENCIES & ATTRIBUTES: Ability to work in a fast paced environment actioning.
An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data; skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
Ability to work within the hours of operation (24/7).
Positive attitude in a fast-paced, demanding environment.
Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent.
Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
EXPERIENCE & QUALIFICATIONS: Experience in performing WFM (Work Force Management) functions (specifically real-time management) in a multi-department/site contact center environment is an asset.
2 year experience in a contact center and/or workforce scheduled environment.
Complete understanding of overall operational activities including phone, email, chat, community and social media support.
Must have a good working knowledge of Excel and other Windows based programs (Word, Power Point, etc.), and have the ability to organize/analyze data in a structured manner.
Experience with WFM (Work Force Management) software that includes real-time adherence (scheduling, performance tracking, reporting) is an asset.
Capacity Planning experience is preferred.
Strong Microsoft Excel functionality and ability to create spreadsheets (custom).
