Workforce Management (Data Analyst)

- The Real Time Rep will assist in publishing daily, weekly, and monthly reports on center performance, shrinkage and other metrics pertinent in understanding capacity needs and possible gaps in coverage.
- Monitors call routing and call flow real time.
- Monitors intra- day call and work volume as compared to forecast.
- Plan and schedule coaching sessions, meetings, training and any special events based on business requirements.
- Analyze real time impacts related to staffing.
- Monitors real time activities related to staffing and ensure all non- scheduled activities are tracked and trended on a continuous basis.
- Analyze work volume variances to the forecast and adjust staffing levels accordingly.
- Identifies course of action or makes recommendations relating to staffing deviations, extended hours, overtime, schedule adjustments, and skill changes and leveraging.
- This role will manage our people in day to ensure that we are driving productivity and line adherence in order to ensure maximum revenue generated and line adherence achieve against the client demand
- Monitors and reporting of adherence to schedules / compliance, staffing amendments, shrinkage numbers, over/under updates, and escalates to Operational Managers for investigation
- Assess and approve all real- time offline activities such as training, meetings, coaching, etc.

- Essential Functions/Core Responsibilities
- Recognize abnormal scheduling issues and escalate as necessary
- Monitors inbound volume for unusual activity to ensure staffing needs are met
- Prepares standard and ad hoc reports for agent availability effectiveness
- Initiates and coordinates trouble tickets and escalate issues as required
- Replacement for promoted RTA.
- Distributes accurate and timely agent schedules using WFM now / Nice IEX
- Inputs intraday corrections and exceptions into systems for agent time off and absences
- Monitors and resolves agent availability concerns via face- to- face communications, phones, and messaging applications with agent(s) and command canter

Cập nhật gần nhất lúc: 2024-03-17 12:15:25