Command Center, WFM Real Time Analyst

Your Responsibilities

• Develop and implement workforce management strategies to optimize staffing, scheduling and forecasting.
• Maintain accurate and up-to-date records of workforce performance of multiple contact centers and business units (departments).
• Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement.
• Analyze interval and daily transaction volume (inbound, outbound), Average Handle Time (AHT), staffing and other contact center production metrics by group and report on actual vs. forecasted (phone, web, e-mail, fax, white mail, chat/messaging).
• Manage, track, monitor and report out on technical incidents.
• Perform various ad hoc analyses, formulate and present conclusions to management.
• Communicate with supplier partners’ traffic desks to ensure schedule adherence is being monitored and followed by Agents.
• Realtime schedule management: Coding team members out when out of office due to planned or unplanned events.
• Management of real-time schedule adherence: Monitoring queues and Agent state in real-time.
• Communicate any IT issues and direction/workarounds (turnaround times, scripting, etc.), complete Agent skill changes submitted by the supplier partners but also reviewing metrics and perform skill changes to leverage advisors into trained line of business to help support current queues (considered a Realtime play).

Qualifications

• Must be local to Warren, MI area at time of application.
• Bachelor’s degree preferred or equivalent workforce management experience.
• 2+ years of previous experience working in real-time adherence, forecasting, monitoring and analysis of customer contacts in a real-time contact center environment preferred.
• Technical or automotive experience a plus.