Real Time Analyst (WFM)

Responsibilities

• Closely monitor all Operational alarm and call traffic, advising potential changes to queues and skillsets that will improve coverage and positively impact overall service levels.
• Maintaining situational awareness and adaptability is key. Work closely with Operations supervisors and managers during shift to ensure communication of necessary changes impacting specialist and other areas of business.
• Manage the fluctuation of staffing shrinkage throughout the shift to ensure stable coverage in all areas of operations.
• Closely monitor, log and communicate any service levels at risk or not meeting requirements.
• Closely monitor volume of alarms and calls ensuring max delays remain within acceptable range to ensure business success.
• Take ownership of shift results and their impact on the business while keeping the employees and company’s best interest.
• Analyze and compare forecasted to actual daily data to identify disparities for the purpose of identifying possible issues and developing improvement for future forecast.
• Identify patterns and isolate alarm traffic generated by unforeseen circumstances.
• Consult with Operations and Workforce Management to develop solutions to business challenges that impact overall customer service and service levels.

Qualifications

• Bachelor or associate degree in Statistical Analysis, Communications, and/or Management-or a combination of coursework and experience.
• Required, 1+ years of Workforce Management or Data Analyst experience.
• Previous experience with Aspect/Alvaria WFM Suite of products and services.
• Ability to be licensed in all required areas and obtain Department of Defense security clearance.

Skills

• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills required.
• Ability to multitask and perform updates on multiple programs at once.
• Proficiency of the Microsoft 365 (Word, Excel, Outlook, Teams).