[Hiring] WFM Real Time Analyst @Alight Solutions

Role Description

The WFM Real Time Analyst (RTA) is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. This includes:

• Realigning and creating appointments for agents
• Working with team members to take requests to block agents' calendars
• Overseeing appointments to ensure they are on time within appointment window times

Ideal candidates have the ability to work in a fast-paced environment and process tasks as needed in a very timely manner, as well as having an understanding of workforce management concepts such as:

• Forecasting
• Scheduling
• Skill management
• PTO management

Job Responsibilities:

• Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.
• Execution of adding training, meetings, appointments to schedules and updating skills, etc.
• Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage.
• Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily.
• Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.
• Process PTO, early leave requests in Microsoft CRM platform and IEX.
• Level/smooth appointments for agents.
• Support for any adhoc reporting within the CRM platform.
• Oversight of skill routing on team with skill audits and skill optimization.
• Monitor and recommend actions to enable teams to meet Service Level Goals.

Qualifications

• Strong math aptitude
• Strong understanding of computer skills such as Outlook, Lync, CRM platforms
• Intermediate Excel skills
• Experience working in an inbound or outbound call center

Requirements

• 1 to 2 years’ experience in call center workforce analyst
• Strong workforce management and statistical background
• Call center operations management experience
• Staffing forecasting experience
• Scheduling experience
• Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing
• Strong working knowledge of Operations and operations measures

Benefits

• Comprehensive total rewards package
• Health, dental and vision coverages starting Day One
• Wellbeing programs
• Retirement plans with contribution matching
• Generous time off
• Parental leave
• Continuing education and career growth opportunities
• Flexible working arrangements