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Workforce Real Time Analyst

Location

United States

Posted

53 days ago

Salary

$18 - $26 / hour

Seniority

Senior

English

Job Description

Workforce Real Time Analyst

Billy Goat Group

• Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance. • Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency. • Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement. • Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness. • Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time. • Remain flexible to take on additional assignments as needed.

Job Requirements

  • Experience with Workforce Management (WFM) in a multi-channel environment.
  • Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
  • Strong skills in Microsoft Excel or Google Sheets.
  • Excellent interpersonal and communication abilities.
  • Strong analytical and problem-solving skills.
  • Highly organized, capable of managing competing priorities.
  • Ambitious and consistent, with a comfortability in diverse and challenging situations.

Benefits

  • 401K
  • paid time off
  • dental
  • medical
  • vision
  • disability
  • life insurance options

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