Wfm Real Time Analyst

4 weeks ago

Phoenix, United States APS Full time

**Date**:Apr 10, 2024

**Location**: PHOENIX, AZ, US, 85021-1808

**Company**:APS

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

**Summary**:

- The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring the performance of all Customer Experience (CX) Center queues, including customer inquiries, call volumes, customer traffic, and staffing levels, etc. and taking independent immediate actions to address issues impacting service levels as they arise. Under oversight from the Lead Analyst and/or WFM Manager, create and manage intraday forecasts, same-day staffing adjustments, and queue performance monitoring, for multiple lines of business (LOB) to ensure all Service Level Agreements (SLAs) are met. Understand the call routing methodologies in each of the 200 queues, and ensure proper routing of queues into the correctly skilled staff throughout the day. Researches, evaluates and reports on drivers surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. Identify problems in real time and take immediate action to rectify them.**Minimum Requirements**:

- High School Diploma or GED plus two (2) years experience in customer contact centers or comparable customer service experience.
- Strong analytical, problem-solving, and project coordination skills. Knowledge of various computer systems utilized within area of assignment such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Predictive Dialer and Forecaster/Scheduling Systems. Excellent analytical and mathematical skills with proven ability to communicate both verbally and in writing to interact effectively with staff, management, cross functional teams, and other stakeholders. Adapts to changing environment and shift priorities while managing a wide range of projects. Ability to manage competing priorities.Preferred Special Skills, Knowledge, or Qualifications:

- Bachelors degree preferred. One year experience in an analytical or scheduling environment. Working knowledge of phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco, etc.). Ability to demonstrate and articulate basic understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement. Absolute team player who consistently demonstrates respect, inclusion, and an open mind.**Major Accountabilities**:
1) Create and manage intraday forecast and staffing levels across multiple LOBs using a variety of automated systems.

2) Reforecast throughout the day to ensure scheduled staffing is in alignment with the call arrival patterns and adjust schedules when needed.

3) Real-time monitoring & reporting of average call handle time, historical call data, and schedule deviations like breaks, absenteeism, late login, early logout, and other schedule non-adherence to ensure accuracy of forecast and schedules.

4) Real-time monitoring & reporting of customer and transaction volume. Analyzes data and adjust staffing levels accordingly.

5) Support coordination with outsourced sites on service level (SL) adherence.

6) Work on real-time tickets related to schedule change request and non-production request.

7) Prepare and communicate daily handoff report to WFM leadership team on SL performance.

8) Recognize situations requiring escalation and initiate escalation process for systems outages and submit problem tickets to IT and initiate appropriate tactics to ensure service levels are maintained. May provide limited support to minimize down time.

9) Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.

**Export Compliance / EEO Statement**:

- Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable fed

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