[Hiring] WFM Real Time Analyst @Alight

Role Description

The temporary 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 block agents’ calendars
• Overseeing appointments to ensure they are on time

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

• Forecasting
• Scheduling
• Skill management
• PTO management

Job Responsibilities include:

• Ongoing communication between team members and Operations Managers to complete workforce tasks
• Execution of adding training, meetings, appointments to schedules and updating skills
• Producing and being accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage
• Supporting Real Time Monitoring of appointments to ensure they are not late or missed
• Monitoring intraday delivery for all clients and recommending actions for inbound and outbound activity
• Processing PTO and early leave requests in Microsoft CRM platform and IEX
• Leveling/smoothing appointments for agents
• Supporting any adhoc reporting within the CRM platform
• Oversight of skill routing on the team with skill audits and optimization
• Monitoring and recommending 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