Remote-Analyst, WFM Real Time

📋 Description

• • Monitor real-time contact center performance metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence to ensure alignment with forecasted demand and staffing plans.
• • Identify intraday variances between actual workload and planned capacity, and execute immediate corrective actions such as overtime, VTO, break/lunch adjustments, or off-phone reassignments to maintain service targets.
• • Manage real-time queue, skill, and routing configurations (ring groups) to balance workload distribution and optimize agent utilization across the Customer Experience workgroup.
• • Coordinate directly with Operations leadership to implement intraday workforce adjustments, communicate emerging risks, and ensure schedule adherence while protecting the customer experience.
• • Perform intraday trend analysis of call volume, handle time, and volume drivers to detect early signs of contact spikes, AHT changes, absenteeism, or system issues impacting service delivery.
• • Provide timely, concise reporting and actionable recommendations to Operations and Workforce Management teams based on real-time data insights and performance deviations.
• • Track forecast accuracy at the interval level and document key drivers of variance between predicted and actual contact volumes to support short-term forecasting improvements.
• • Monitor external and internal business events that may influence contact demand and adjust real-time strategies accordingly to mitigate operational risk.
• • Create, maintain, and publish accurate workforce schedules within WFM and ACD telephony platforms, ensuring proper staffing levels and correct ring/skill group assignments.
• • Validate data integrity across WFM and telephony systems, escalate technical issues affecting call routing or system performance, and ensure seamless operational continuity.
• • Drive real-time adherence (RTA) initiatives to minimize unplanned shrinkage and improve schedule efficiency through behavioral trend identification and leadership collaboration.
• • Maintain intraday dashboards and status updates documenting performance, risks, mitigation actions, and communication logs for audit and continuous improvement purposes.
• • Flexibility to work non-traditional shifts based on operational needs, including evenings, weekends, or holidays, to support 24/7 contact center operations.
• • Apply Erlang-based staffing principles and interval planning methodologies to inform real-time decision-making and resource allocation.
• • Utilize advanced Excel skills for data analysis, pivot table creation, trend visualization, and reporting to translate complex performance data into operational actions.
• • Collaborate effectively with cross-functional teams including Workforce Management, Operations, and IT to ensure alignment on real-time goals and system capabilities.
• • Maintain proficiency with WFM and telephony platforms such as Talkdesk or equivalent systems to manage scheduling, real-time monitoring, and reporting functions.