WFM Real Time Analyst

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Maintain continuous communication with team members and Operations Managers to fulfill workforce tasks

• Schedule training sessions, meetings, and appointments while updating skill sets

• Generate and take responsibility for daily, weekly, and monthly forecasts regarding call volume, AHT, and shrinkage

• Facilitate real-time monitoring of appointments to prevent tardiness or missed meetings

• Oversee intraday performance for all clients and suggest actions for inbound and outbound activities

• Manage PTO and early leave requests through Microsoft CRM and IEX

• Level and balance appointments for agents

• Assist with ad hoc reporting within the CRM system

• Supervise skill routing through skill audits and optimization processes

• Monitor and propose actions to help teams achieve service-level objectives

⛳️ Requirements

• Strong mathematical skills

• Proficient computer skills, including Outlook, Lync, and CRM systems

• Intermediate proficiency in Excel

• Previous experience in an inbound or outbound call center

• Preferred: 1 to 2 years of experience as a call center workforce analyst

• Preferred: Strong background in workforce management and statistics

• Preferred: Experience in call center operations management

• Preferred: Experience in staffing forecasting

• Preferred: Scheduling experience

• Preferred: Knowledge of service levels, adherence, handle time, smoothing, and call routing

• Preferred: Strong understanding of operations and operational metrics

• Must possess work authorization in the United States that does not currently or in the future require visa sponsorship

• Must successfully pass relevant background checks

🏝️ Benefits

• Health, dental, and vision insurance starting on Day One

• Wellbeing initiatives

• Retirement plans with matching contributions

• Generous paid time off

• Parental leave

• Opportunities for continuing education

• Potential for career advancement

• Flexible working arrangements when feasible

• Competitive total rewards package

• Bonus and/or incentive eligibility based on role and level

• Reasonable accommodations during the hiring process