Real-Time Analyst, CARE WFM

29 سبتمبر، 2022

0 7 2 دقائق

الوصف الوظيفي

Job Description
Position Title:
Real-Time Analysts
Business Unit:
Tunis
Department:
Workforce Management
Domain:
Operations CCO / CDO
Reports to:
WFM Manager
Collaborates with:
Ops Managers, Support Managers, Team Leaders, Human Resources, Training, Service Desk, CSS, Technology …
Job Purpose
The Workforce Management (WFM) Real-Time Analysts is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM associate is responsible for managing within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, the WFM Real Time Analyst executes contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.
Key Outputs

Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.

Facilitate Touch Points with Operations and Support Departments to impart strategies and leverage support towards performance objectives.

Analyze and report real-time and historical performance trends to the WFM Team Leader to initiate upwards filtering.
Key Responsibilities /Duties

Manage real-time agent adherence to schedule and log relevant schedule exceptions.

Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.

Process ticket requests within established internal SLAs.

Complete daily testing of customer portals for each contact channel to ensure full functionality and take appropriate action in the event of any identified malfunctions.

Investigate and file tickets relating to general system outages affecting the center.

Facilitate communications with IT teams towards the minimizing of center downtime.

Prepare, maintain and update RTA SOP documentation as identified and requested.

Make recommendations toward performance improvement including training and shift adjustments needs.
Key Competencies/Traits

Highly resourceful with the ability to work independently and take initiative

Excellent verbal and written communication skills

Strong interpersonal skills and the ability to communicate with many different levels of personnel

Be open to change and must be flexible, able to work all hours and weekends

Ability to juggle multiple and changing priorities efficiently and effectively

Aptitude for effective data analysis and reporting
Experience & Qualification

Associate Degree in a Business or Statistics related field preferred or equivalent work experience

Strong skills in Microsoft Office with emphasis on Excel

Experience with working with ACD’s, IVRs, and Workforce Management Contact Center tools

Experience in Real-time Monitoring, Scheduling, or Forecasting

Equal Opportunity Employer:
Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.