Intraday Workforce Analyst

The Intraday Workforce Analyst is responsible for monitoring and managing the flow of call and chat traffic, ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, real-time adjustments, and strong communication skills.

Requirements

• Monitor and respond to Real Time Adherence (RTA), queue activity, and service levels.
• Manage Call Offline.
• Monitor and Maintain WFM inboxes.
• Make skills adjusters in eGain.
• Supports and makes changes to Intradiem messaging.
• Communicates intraday performance to management team and associate throughout the day.
• Recommend and adjust staffing levels through overtime, VTO and/or skilling.
• Make skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.
• Coordinate with Operations Team to pre-schedule all offline activity to complete an optimized plan that supports the business need and client contractual SLA’s.
• Analyze intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.
• Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis.
• Establish and maintain communications channels regarding events that impact contact center performance and workload.
• Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals.
• Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times.
• Assist with on-going initiatives, process improvements, and other duties as assigned.