Real Time Analyst - WFM

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.

Requirements

• Accurate Attendance/Absence updating on WFM systems
• Monitor contact centre to ensure optimal staffing levels.
• Intraday reporting
• Flagging all/any deviations to schedules
• Facilitate real time discussion with relevant stakeholders.
• Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Ensures that all reports originating from the department are accurate, relevant and reliable.
• On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.
• Trend analysis on all measures which impact the overall performance of the business unit.
• Regular planned huddles with Operations highlighting key focus areas.
• Accurately tracking all/any movement of headcount. (attrition, new recruits)
• Ensuring that all headcount databases are accurate and aligned. (eWFM, UIP, Headcount files)
• Real Time shrinkage/adherence management

Benefits

• Role clarity, coaching and mentoring, professional development and structured career path
• Employee experience at the core
• 5 people promises