WFM - Hyderabad @ 2coms

Real Time Analyst (SPE/SME) - Central Workforce Management

Job Summary

The Real Time Analyst for Workforce Management is accountable for the real-time monitoring and reporting of agent schedule adherence, utilizing real-time adherence software and ACD real-time displays. This role involves close collaboration with Operations to identify non-adherent events and ensure agents are redirected back to their tasks. Additionally, the Real Time Analyst monitors agent calling behaviors in real time and provides feedback to Workforce Management and Operations management on campaign status. Depending on campaign requirements, this role may also involve adjusting agent skill associations on the switch and providing historical reporting.

Key Responsibilities

1. Monitor agent schedule adherence using real-time adherence software and communicate non-adherent events to Operations through Desk Alerts or walkie-talkie.
   
2. Coordinate with Workforce Management and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data.
   
3. Collaborate with Operations Management to enforce schedule adherence and call time threshold guidelines for the campaign.
   
4. Provide up-to-the-minute daily statistics to inform Operations management for decisions regarding OT, VTO, and off-phone activities.
   
5. Compile historical reporting as required by the campaign.
   
6. Manage and enter real-time exceptions in Workforce Management software.
   

Qualifications

• At least two years of experience in a call center environment and familiarity with Workforce functions required.
  
• Previous experience working with workforce management technologies for at least one year preferred.
  
• One year of experience using Impact 360 or any other Workforce Management tool.
  
• Experience with call center reporting and metrics preferred.
  
• Strong analytical skills required to critically assess situations and make decisions in real time.
  

Requirements:

• Strong analytical skills
  
• Minimum of two years of experience in a call center environment
  
• Familiarity with workforce functions
  
• Experience using Impact 360 or any other workforce management tool