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Internal Only Posting:
Posting Close Date: 04/26/2024
Workforce Real Time Analyst- RTA
OVERVIEW |
The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.
PRIMARY RESPONSIBILITIES |
· Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.
· Verify communication of all information relevant to staffing
· Update employee and team data maintained in the workforce management software
· Assist Operations with any schedule or staffing information requirement.
· Monitor ½ hourly call volumes, AHT, and staffing requirements.
· Alert Operations management on threshold violation
· Monitor, track, and report agent schedule adherence and employee occurrences
· Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production
· Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.
QUALIFICATIONS |
Education |
· 1 to 2 years work experience in a contact center environment preferred
· High School Diploma/GED
Knowledge, Skills, and Abilities |
· Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)
· Broad knowledge of contact center and customer service operations
· Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
· Integrity, Customer focus, Innovative
· Displays teamwork and leadership skills
· Good communication and interaction skills
· Strong problem-solving skills
· Adaptable to change and able to work under pressure
· Good time management skills and able to multi-task
· Flexible with schedule to accommodate working in a 24x7 environment and international time zone.
Internal Eligibility Requirements
•No active PIP within the last 6 months
•Good Attendance Record, 85% or higher for the last 90 days
•QA Scores, 85% or higher average for the last 90 days
•LOB KPIs at or above goal for the last 90 days
•For lateral transfers, 6 months in current role/LOB
•For promotions, no minimum tenure required
This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.
Job Type: Full-time