Command Center, WFM Real Time Analyst | Third Shift

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.
• Handles work and relationships responsibly with professionalism and emotional intelligence; effectively manages emotions, welcomes and accepts feedback and owns opportunities.
• Highly innovative and creative thinker; considers the impact on customers in their decision-making process.
• Self-Motivated: Able to multi-task in busy surroundings and work effectively both independently and with other team members; takes initiative and thinks/acts proactively.
• Reliable and Flexible: Is willing to work a flexible work schedule and able to work in-office; must possess reliable transportation.
• Adapts to Change: Appreciates challenges and looks for new learning experiences; learns quickly and grasps new concepts and quickly applies them to the job.
• Performance does not deteriorate under stress; able to stay focused on the customer despite distractions.
• Excellent and professional communication skills, verbal and written.
• Ability to manage multiple activities at once in a high-pressure, fast-paced environment.
• Working knowledge of industry standard contact center technology (ACD, IVR, network features), reporting automation applications.
• Ability to prioritize effectively with a demonstrated history of independent decision-making capabilities and strong organizational skills.
• Able to work with others in a highly collaborative way, listen to others’ input, values outside perspectives, continuously seeks feedback.
• Comprehensive understanding of contact center metrics.
• Computer literacy, technical aptitude, PC, word processing and spreadsheet experience required. Demonstrates the ability to handle visual monitoring and data entry simultaneously.
• Demonstrated knowledge of NICE IEX WFM application.
• Proficiency in Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), CCPulse, Siebel, SalesForce.