Workforce Optimization Analyst
1 month ago
At Kemper, we are seeking a highly skilled Workforce Analyst/Real Time Analyst to join our team. This role will play a critical part in ensuring the efficient and effective operation of our contact center.
Key Responsibilities:- Monitor and manage intraday queue performance and schedule adherence.
- Collaborate with floor supervisors and managers to address deviations from schedules.
- Proactively notify leadership of exceptions and work with IT to resolve system issues.
- Manage real-time changes to agent schedules in the WFM platform.
- Ensure accurate recording of absenteeism in the WFM platform.
- Perform system administration duties, including creating profiles and adding/removing employees.
- Participate in weekly, daily, and ad-hoc staffing meetings with management and forecast/scheduling analysts.
- 2 years of experience in a Real-Time Analyst capacity or on a WFM team.
- Bachelor's degree or equivalent.
- Strong understanding of contact center best practices and fundamentals.
- Excellent communication and organizational skills.
- Proficiency in WFM tools, such as Calabrio, Genesys, or Aspect.
Kemper is an equal opportunity employer and is committed to diversity and inclusion. We do not accept unsolicited resumes or sponsorship requests. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status, or any other status protected by law.
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