Analyst, WFM

Role and KEY RESPONSIBILITIES

• Intraday real time monitoring of service levels for all queues at all sites
• Real time monitoring of associates performance from all teams at all sites
• Real Time updates on Service Levels, Contact data, and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
• Support changes within routing profiles to move associates as needed
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Review and process VTO / PTO / OT / Non-Prod time requests in real-time
• Provide assistance to the WFM team as needed.

Key Skills & Knowledge