(Internal Only) Workforce Real Time Analyst- Posting Close Date: April 26th

4 weeks ago

Atlanta, United States VXI Global Solutions Full time

‍

Internal Only Posting:

Posting Close Date: 04/26/2024

Workforce Real Time Analyst- RTA

OVERVIEW

The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.

PRIMARY RESPONSIBILITIES

·Perform real-time monitoring and schedule adherence tracking during the program’s hours of operations.

·Verify communication of all information relevant to staffing

·Update employee and team data maintained in the workforce management software

·Assist Operations with any schedule or staffing information requirement.

·Monitor ½ hourly call volumes, AHT, and staffing requirements.

·Alert Operations management on threshold violation

·Monitor, track, and report agent schedule adherence and employee occurrences

·Act as cross-functional single point of contact for Workforce Management with Information Technology regarding system-related issues that impact production

·Perform other related duties as may be assigned either in support of divisional/departmental goal attainment or for personal and professional training, education or development as programmed by superiors.

QUALIFICATIONS

Education

·1 to 2 years work experience in a contact center environment preferred

·High School Diploma/GED

Knowledge, Skills, and Abilities

·Relevant, solid knowledge on Call Center Metrics and Workforce Management policies and procedures (involved RTA knowledge validation thru testing and interview)

·Broad knowledge of contact center and customer service operations

·Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.

·Integrity, Customer focus, Innovative

·Displays teamwork and leadership skills

·Good communication and interaction skills

·Strong problem-solving skills

·Adaptable to change and able to work under pressure

·Good time management skills and able to multi-task

·Flexible with schedule to accommodate working in a 24x7 environment and international time zone.

Internal Eligibility Requirements

•No active PIP within the last 6 months

•Good Attendance Record, 85% or higher for the last 90 days

•QA Scores, 85% or higher average for the last 90 days

•LOB KPIs at or above goal for the last 90 days

•For lateral transfers, 6 months in current role/LOB

•For promotions, no minimum tenure required

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Job Type: Full-time

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