Job Description

Role Overview.

This position is an external and internal facing role responsible for the forecasting and reporting of

staffing

impacts that lead to missed SLA. This position forecasts and reports on call volume demand and

directs the

scheduling of sufficient staff and training for appropriate skills-based routing based on historical and

anticipated volume across all clients including long-term, medium term, and short-term forecasting

scheduling adjustments. Directs the design of automated metric score cards, develops policies that

impact

work force positively and works with Performance Management to ensure the communication and

enforcement of these policies. Analyzes real  Sme  and historical contact center performance and

identify

opportunities to improve performance. Identifies and manages the communication of real time

volume

drivers and system outages that impact performance. Forecasts training and recruiter needs to

Performance

Management (training) and Recruiter (New Personnel).

Skills.

Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in

Microsoft Excel, Word, Access, Windows operating systems and BI tools.

Experience implementing new software  /  applications useful.

Solutions-oriented, detail-oriented individual who understands how to effectively manage multiple

teams in different geographic locations.

Leader and a motivator, you won’t do all the work yourself, but you should possess the ability to

bring sometimes competing interests together that best serve our purpose, the clients we serve

and ultimately their customers.

Demonstrated strong verbal, written, and presentations skills.

Demonstrated analytical skills.

Proactive working style.

Able to work with minimal supervision

Proven ability to meet deadlines with accuracy

Proven ability to  mulS -task

Demonstrated ability to quickly learn new systems and processes.

Strong documentation skills.

Detail oriented; accuracy is critical.

Develop communication plan with stakeholders

Maintain setup governance structure

Communicate objectives and operational guiding principles

Monitors overall WFM performance metrics

Determine resource needs and participation in staff recruitment process

Manage Resources and Support Staff

Provide ongoing day to day leadership

Address issues and trends participate in risk mitigation plan

Experience.

5 to 10 years of WFM experience in all WFM aspects of Forecas ti ng, Capacity Planning, Scheduling,

Real ti me and Performance repor ti ng.

Well versed with WFM tools. Experience in Tableau, Power BI or any BI tools would be an added

advantage

Working Environment.

Should be open to work in night shi ft s 100%, Should be open for Work from office.

Requirements

Real Time Analyst (SME) - Central WFM

Position Purpose

The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent

schedule adherence in real-time using real-time adherence software and ACD real-time displays. They

work closely with Operations, calling out non-adherent events via email so that non-adherent agents can

be directed back toward the phone. Workforce Management Real Time Analyst also monitor agent calling

behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined

thresholds. They watch real-time campaign statistics across various measures such as service level or

staffing interval requirements to ensure we are meeting contractual standards as defined by clients. They

provide real-time feedback to Work Force Management and Operations management on the status of the

campaign. Workforce Management Real Time Analyst’s may also be required to change agent skill

associations on the switch and or provide historical reporting, depending on campaign requirements.

Responsibilities

1. Monitor agent schedule adherence using real-time adherence software and call out non-adherent

events to Operations through Desk Alerts or over the walkie-talkie.

2. Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of

coverage and distribution of up-to-the-minute statistical data about the day.

3. Work closely with Operations Management to assist them in enforcing schedule adherence and

call time threshold guidelines for the campaign.

4. Inform Operations management so decisions can be made regarding OT, VTO, and off-phone

activities with up-to-the-minute daily statistics.

5. Provide historical reporting compilation as required by the campaign.

6. Manage and enter real time exceptions in WFM software.

7. Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide

support in identifying, tracking and reporting system issues / downtime.

8. Track the everyday attendance and provide recommendations for understaffing and overstaffing.

9. Review and analyze call arrival patterns and provide recommendations to improve customer

practice.

Qualifications

1. Minimum two-year experience in a call center environment and familiarity with Workforce

functions required.

2. One-year prior experience working with workforce management technologies preferred.

3. One year using one of the following systems : Impact 360 or any other WFM tool.

4. Experience with call center reporting and metrics preferred.

5. Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google

Studio and other relevant software required.

6. Graduate / B Degree.

7. Strong Analytical Skills required to critically assess situations and make decisions in real time.

8. Excellent problem solving and decision-making skills.

9. Ability to operate effectively in a team environment.

10. Excellent oral and written communication skills and interpersonal skills.

Requirements

Mortgage