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Internal Only Posting:

Posting Close Date: 04/26/2024

Workforce Real Time Analyst- RTA

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.

·              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.

·        1 to 2 years work experience in a contact center environment preferred

·        High School Diploma/GED

·        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