WFM Real Time Analyst

St. James, Montego Bay, Jamaica
Full Time
Mid Level
The Workforce Management (WFM) Real-Time Analyst is responsible for real- time management of the centers' service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The Real-Time Analyst is responsible for managing Domain Service Level Targets and deploying mitigation strategies when service levels are below target. Also, the Real-Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.

What you’re responsible for:
  • Distributing intraday and daily service KPI performance reports, including commentary to various stakeholders. This includes generating and managing:
    • The 10 day overview and providing interval level notifications within the daily staffing channel. The RTA is responsible for calling out risks in the upcoming 10 days.
    • Postmortems, which are due the day after we fail and should include granular RCAs, you would be responsible for giving leadership insights.
  • Facilitating touch points with the operations and support departments to adjust staffing strategies across channels and queues to optimize performance.
    • Look at occupancy and shrinkage to influence training or hiring needs.
    • Analyzing real-time and historical performance trends and reporting to make Agility Movements
    • Formalize call outs and communicate agility movements (Agent stickiness on tickets, follow up queue, delinquency).
    • The RTA is responsible for ticket SLAs of 2 hours and lower for (first) touch ticket resolutions.
  • Manage real-time agent adherence to schedule. Update schedules by logging relevant exceptions as required. Alert Supervisors of any adherence trends.
  • Monitoring all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, using PTO, VTO and overtime.
  • Investigating and filing tickets relating to general system outages affecting the center. Support communications with IT teams towards the minimizing of center downtime.
    • This includes agent specific system issues and trends with the Phone adaptor, computer connectivity and system permissions.
  • Process schedule change requests within established internal SLAs (time off requests, schedule adjustments, team meetings etc)
 
    • Modifying, canceling or otherwise re-prioritizing planned or unplanned shrinkage activities that have a direct impact on KPI performance including meetings/ training, agent time-offs.
    • This includes alerting team of gaps in coverage amongst specialized support teams.
  • Manage overtime within bounds for performance objectives, or to revoke such arrangements if it is no longer needed.
  • Alert leadership if we need make IVR changes due to unforeseen situations like extreme queuing, high absenteeism, site outages, weather.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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