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The Workforce Analyst will work as part of a team to monitoring and reporting on agent schedule adherence in real-time using real-time adherence software and ACD real-time displays using ASPECT branded WFM tools. Specifically, the analyst responsibilities include, but not limited to: monitoring queues; exception entries; attendance tracking, monitoring voice mails, call out reporting, monitoring agents not ready, assisting with employee work scheduling, etc.
This position will be expected to provide support to the Workforce Management Team and all functions while learning how to analyze and process data.Using his/her contact center experience and working knowledge of the contact center performance management tool and familiarity with customer experience and operations, the Analyst partners with the Workforce Manager to analyze call center trends and scheduling needs and to conduct call center forecasting. He/she also partners with the call center leadership to analyze the call center performance, including service level, wait time, and abandon rate.
Responsibilities:
Provide real-time monitoring of call center employee schedule adherence to schedule.
Work closely with Operations, calling out non-adherent events through emails, chat, or phone calls.
Monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds.
Provide support for proactive scheduling of discretionary activities such as training, meeting, overtime, and under time along with reporting employee performance including schedule adherence.
Enter detailed data into workforce tools and applications to monitor the productivity of the call center agents to ensure service levels are met.
Prepare contact center performance reports by collecting, analyzing, and summarizing data and trends.
Maintain current and accurate agent skill set inventory and schedule training needs.
Identify process improvements to present to management.
Collaborate with Workforce Manager to support on all workforce management tasks/responsibilities.
Perform other duties and assignments as assigned.
