ARHS WFM Real Time Analyst - Virtual US

About the role

As a Workforce Management (WFM) Real Time Analyst (RTA), you are responsible for ensuring daily tasks are delivered to meet service levels for our clients. This includes realigning and creating agent appointments, working with team members to block agent calendars, and overseeing appointments to ensure they are on time within their scheduled windows.

The ideal candidate thrives in a fast-paced environment, processes tasks efficiently, and has a strong understanding of workforce management concepts such as forecasting, scheduling, skill management, and PTO management.

Responsibilities

• Ongoing communication between team members and Operations Managers to complete workforce tasks as needed.
• Execution of adding training, meetings, and appointments to schedules, and updating skills.
• Produce and maintain accountability for daily, weekly, and monthly forecasted call volume, AHT, and shrinkage.
• Support Real Time Monitoring of appointments to ensure they are not late or missed on the daily rotation schedule.
• Monitor intraday delivery for all clients and recommend actions for inbound and outbound activity.
• Process PTO and early leave requests in Microsoft CRM platform and IEX.
• Level/smooth appointments for agents.
• Support adhoc reporting within the CRM platform.
• Oversight of skill routing on the team with skill audits and skill optimization.
• Monitor and recommend actions to enable teams to meet Service Level Goals.

Requirements

• Strong math aptitude.
• Strong understanding of computer skills such as Outlook, Lync, and CRM platforms.
• Intermediate Excel skills.
• Experience working in an inbound or outbound call center.

Preferred Qualifications

• 1 to 2 years’ experience in call center workforce analysis.
• Strong workforce management and statistical background.
• Call center operations management experience.
• Staffing forecasting experience.
• Scheduling experience.
• Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, and phone routing.
• Strong working knowledge of Operations and operations measures.

Benefits

• Health, dental, and vision coverages starting Day One.
• Wellbeing programs.
• Retirement plans with company contribution matching.
• Generous time off and parental leave.
• Continuing education and career growth opportunities.

Alight offers flexible working arrangements and has been recognized as a leader in flexible workspaces, including being named a "Top 100 Company for Remote Jobs" for six consecutive years.

Pay

Salary Pay Range: 45,760.00 USD (minimum and maximum). Bonus and/or incentive eligibility are determined by role and level.