Workforce Management
Real-Time Analyst

Workforce Management / Real-time Analyst

Grow your career with Global Response.

Global Response is looking for a Workforce Management/Real-Time Analyst for our Contact Call Center. If you’re an upbeat, hardworking and dedicated individual then we’re looking for you!

 

As a Workforce Management/Real-Time Analyst you will conduct real time monitoring of the LB/CA call center operations, specifically Workforce Management functions as they relate to real time schedule adherence, queue management, scheduling and staffing as well as any/all off phone activity (including vacation planning, special projects, etc.)

Location: Broward County, FL

All Positions are located at our Margate, FL office.
For more information, call 954-969-2433.

All interested candidates must submit resume/application as well as salary history and requirements.




Responsibilities
  • Monitor call routing across inbound (and outbound) queues.
  • Monitor email and chat Service Levels in both inbound and outbound queues.
  • Re-forecast current day FTE requirements based on handle time, call volumes and agent availability across all three channels.
  • Monitor Brand Specialist adherence to schedule and alert floor leadership as needed.
  • Update agent’s skills based on a real-time basis to meet departmental service standards.
  • Identify pockets of opportunity throughout the day for training, meetings and other off the phone activity.
  • Update WFM with approved exceptions, vacations and overtime.
  • Follow process of documenting and reporting Call Center floor issues to IT, Telecom, CD/Ops Desk, via Incident Log, Daily Report and real time work tickets as needed.
  • Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics.
  • Performs additional tasks as required or assigned.
  • Assists Project Manager with any/all projects as required.

Qualifications
  • Must be able to work in team environment
  • Must have working knowledge of Microsoft Excel
  • Excellent verbal and written communication skills
  • Knowledge of Customer Service Center processes, policies and procedures
  • Must type 35 wpm
  • Knowledge of call volume analysis a plus
  • Advanced analytical, critical thinking and problem solving skills
  • High School diploma or equivalent work experience. Some college and/or technical school preferred
  • Minimum of two years experience in Workforce Management (WFM)
  • Cisco and Calabrio experience a plus.
  • Fully skilled in use of Microsoft Office applications, specifically, Excel, Word and Power Point
  • Exercises a significant amount of initiative and judgment when making decisions. Incumbent is subject to general supervision and direction. Errors in judgment or decision making could result in a loss of organizational time, money, and credibility. Job requires close visual and mental alertness
  • Job requires a flexible work schedule
  • Consistently produces accurate, timely and detailed work

  • Monitor call routing across inbound (and outbound) queues.
  • Monitor email and chat Service Levels in both inbound and outbound queues.
  • Re-forecast current day FTE requirements based on handle time, call volumes and agent availability across all three channels.
  • Monitor Brand Specialist adherence to schedule and alert floor leadership as needed.
  • Update agent’s skills based on a real-time basis to meet departmental service standards.
  • Identify pockets of opportunity throughout the day for training, meetings and other off the phone activity.
  • Update WFM with approved exceptions, vacations and overtime.
  • Follow process of documenting and reporting Call Center floor issues to IT, Telecom, CD/Ops Desk, via Incident Log, Daily Report and real time work tickets as needed.
  • Produce daily, weekly and monthly reports concerning specified departmental staffing, budgeting and efficiency metrics.
  • Performs additional tasks as required or assigned.
  • Assists Project Manager with any/all projects as required.

  • Must be able to work in team environment
  • Must have working knowledge of Microsoft Excel
  • Excellent verbal and written communication skills
  • Knowledge of Customer Service Center processes, policies and procedures
  • Must type 35 wpm
  • Knowledge of call volume analysis a plus
  • Advanced analytical, critical thinking and problem solving skills
  • High School diploma or equivalent work experience. Some college and/or technical school preferred
  • Minimum of two years experience in Workforce Management (WFM)
  • Cisco and Calabrio experience a plus.
  • Fully skilled in use of Microsoft Office applications, specifically, Excel, Word and Power Point
  • Exercises a significant amount of initiative and judgment when making decisions. Incumbent is subject to general supervision and direction. Errors in judgment or decision making could result in a loss of organizational time, money, and credibility. Job requires close visual and mental alertness
  • Job requires a flexible work schedule
  • Consistently produces accurate, timely and detailed work


Benefits:
  • Paid Training
  • Weekly Pay
  • Growth Opportunities
  • Flexible Schedule
  • And many more…
Job Type:
Full Time
Required education:
High school or equivalent

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