Workforce Optimization Analyst

Job Summary :

The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality.

Key Responsibilities :

1. Real-Time Monitoring :

Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.

Track and report on adherence, occupancy, and other performance indicators throughout the day.

Expertise in CMS Avaya, Verint / IEX WFM Tool

2. Schedule Adjustments :

Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage.

Communicate schedule changes and adjustments to relevant team members and departments.

3. Issue Resolution :

Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours.

Coordinate with supervisors and managers to address any staffing gaps or performance concerns.

4. Data Analysis and Reporting :

Analyze real-time data to identify trends or potential issues impacting service levels and operational performance.

Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and any anomalies.

5. Collaboration and Communication :

Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination.

Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations.

6. Process Improvement :

Identify opportunities for process improvements in real-time monitoring and response.

Suggest and implement strategies to enhance real-time management practices and overall operational efficiency.