WFM Real-Time Analyst - Charlotte, NC - Georgia IT Inc.
Charlotte, NC
About the Job
Job Title : WFM Real-Time Analyst
Location : Charlotte, NC
Position Type : Contract
Rate : Doe/hr. On W2
US Citizen, Green Card and GC EAD preferred.
Job Description:
Location : Charlotte, NC
Position Type : Contract
Rate : Doe/hr. On W2
US Citizen, Green Card and GC EAD preferred.
Job Description:
- Monitors and reacts to conditions such as call volume, unplanned absences, and schedule adherence
- Responsible for executing delegated authorities of schedule changes, OT, blend team utilization, or voluntary time off when under/over service levels
- Develops understanding of and identifies trends at the daily level
- Works closely with Schedule and Forecast Analysts to ensure weekly and monthly service levels are considered
- Completes daily reporting, analysis, and description of prior-day, and intraday reports
- Tracking and reporting of agent attendance
- Management of WFM Inbox including and schedule change requests from agents
- Decisions agent self-service web portal requests
- Skills agents as business need dictates
- Scheduling
- Real-time monitoring
- Adherence
- Looking at call metrics
- Basic forecasting skills
Source : Georgia IT Inc.