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Senior Analyst, Service Excellence
2 months ago
We are seeking a highly skilled Senior RTA Analyst – WFM to join our Seller Support WFM team. In this role, you will play a pivotal role in optimizing our contact center operations through real-time analytics and workforce management strategies. You will analyze complex data sets, monitor real-time performance metrics, and provide actionable insights to drive operational efficiency and enhance customer satisfaction. The ideal candidate will have extensive experience in a complex contact center environment, strong analytical abilities, and a proven track record of leveraging real-time data to drive strategic decisions.
Key Responsibilities:
- Ensure effective operations and achievement of performance goals.
- Develop and implement real-time monitoring strategies and tools to optimize workforce utilization and enhance service delivery.
- Analyze real-time data to identify trends, anomalies, patterns, and operational opportunities, providing actionable insights to operational teams and senior management.
- Collaborate with cross-functional teams to implement process improvements and operational efficiencies based on real-time insights.
- Drive the development and maintenance of real-time reporting dashboards and metrics to monitor key performance indicators (KPIs) and service level agreements (SLAs).
- Partner cross functional teams to ensure seamless integration of technology solutions and data systems to support real-time analytics and workforce management initiatives.
- Manage, and audit queues and skills to enhance the customer experience and balance SLA commitments.
- Be the key POC for daily escalations in performance and the go – to expert about daily contact center performance.
- As a trusted expert, you will be the face of WFM’s brand, giving recommendations directly to senior level leaders of the business.
- Daily recommendations will have far-reaching impact to various stakeholders and KPI’s.
- Bachelor’s degree in Business Administration, Statistics, Database management, related field (Master’s degree preferred).
- 7 + Years of Robust WFM Complex contact center experience.
- Any combination of combination and or hands on business experience may be supplemented in-lieu of another requirement.
- Proven experience in contact center management with at least 3-5 years in a senior or leadership role focused on real-time analytics and workforce management.
- Ideal candidate will be familiar with strategic yet creative contingency levers that may improve the seller experience while simultaneously protecting the business.
- Strong technical expertise to include robust excel knowledge – this may include various contact center calculations and or formulas.
- Expertise in workforce management software (e.g., IEX, Verint, Genesys, Aspect/Alvaria) and proficiency in data analysis tools such as SQL, Python, Power BI, Tableau
- Strong understanding of contact center operations, including workforce planning, forecasting, scheduling, and real-time monitoring.
- Be inspirational, and influence with interpersonal skills - possess the ability to motivate and inspire a team towards achieving common goals.
- Strategic thinker with the ability to translate data insights into actionable strategies and initiatives.
- Exceptional communication & presentation skills – portraying information clearly and persuasively to stakeholders at all levels of the organization.
