WFM Real Time Analyst - KL

Qualifications

• Excellent communication and rapport-building skills.
• Strong analytical skills.
• Ability to provide Operations Directors/Managers with inputs on possible resolutions and recommendations on WFM and Reporting-related issues.
• Able to take management direction and cascade it to staff.
• Strong coaching skills.
• Provide solutions to escalated issues and updates on account SLA concerns to Operations and upper management.

Responsibilities

• Develop and implement customer service inbound and outbound contact strategies.
• Ensure call center applications, routing, hardware, and software technologies (i.e., Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed.
• Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, adherence, shrinkage, etc.).
• Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX).
• Work with key internal and external business partners to conduct root cause analysis on issues impacting contact center performance, and communicate findings and resolutions to the leadership team and WFM.
• Troubleshoot call routing application and system-related issues with team members and partners, and provide timely resolution.
• Interact daily with the call center leadership team through project work, presentations, defect analysis, problem-solving, and strategy.
• Analyze real-time metrics of call handling, talk time, and other KPIs via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly.
• Maintain overall operational performance statistics on an interval, daily, weekly, and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.).