Onsite Call Center Real Time Analyst (Workforce Management)

Location

On‑site presence required at our facility in Irving.

Responsibilities

• Communicates any system downtimes to all stakeholders.
• Escalates system downtime and tool issues to Qualfon and the Account’s Management.
• Communicates effectively any information deviating from plan to the Operations Team from Account’s Workforce Management.
• Documents and sends pertinent analytical insight to improve performance.
• Monitors and manages intraday staffing levels for the client.
• Updates Operations with staffing every interval during the hours of operation, highlighting opportunities.
• Manages staff levels through skill and organizational requirements.
• Monitors actual staffing deviations and recommends OT or VTO adjustments as needed.
• Provides insight into necessary staffing adjustments to improve future outcomes.
• Monitors real‑time ACD agent work‑state reports.
• Adjusts and codes agents in non‑adhering work states.
• Monitors and sends schedule‑adherence performance alerts to Operations.
• Monitors the client’s approved discretionary activities of agents’ work states.
• Manages auxiliary activities for any Verint‑related schedule changes.
• Ensures the split/skill assignment of all agents.
• Runs a split/skill check to cross‑reference the existing skill plan of the account.
• Accommodates split/skill change requests to address real‑time needs.
• Performs requests and assignments as directed.
• Provides and completes requested assignments in a timely manner.
• Ensures all provided information is correct.

Qualifications

• College graduate or completion of at least three years of related coursework.
• Knowledge of FTE projection and calculation.
• Strong attention to detail.
• Ability to interact and relay instructions effectively to all levels of management.
• Working knowledge of workforce management and operation processes.
• Proficiency with MS Office applications and Avaya CMS Supervisor or other ACD reporting tools.
• Understanding of KPI calculation for operations.
• Data Management: ability to plan, develop, and manage data storage and retrieval systems using accepted data models, standards, and processes; update and create reporting to drive better decision‑making.
• Workforce Management: ability to plan, lead, organize, and control staffing, projections, scheduling, service‑level analysis, and metrics monitoring using tools such as Avaya, CMS, Verint, IEX, eWFM, Aspect, Impact 360, Erlang B & C, queuing theory, and statistical analysis.
• Analytical & Logical Thinking: ability to identify and assess relevant information, relate data from different sources, and approach problems systematically.
• Ability to perform under pressure while maintaining quality and professionalism.
• Forecasting: ability to develop models or projections based on past results, reforecast in real time, and adjust strategies accordingly.