| Job Profile |
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External Publication of Job Posting 54206496
Job Posting Title
Workforce Mgmt Analyst (Atlanta, GA SDO)
Start Date
07/23/2009
Reference Code
4b46674a-0135-f840-e100-000018282f17
Job Title
Workforce Mgmt Analyst (Atlanta, GA SDO)
Department
1 of 3 positions
Tasks
To manage, hone and provide world class, real time support to **MEMBERS ONLY**SIGN UP NOW***. Contact Centers and our Customers by consistently exceeding Service Level and Occupancy performance targets.
Description:
Excellent opportunity for an experienced workforce management real-time support analyst. The Real Time Support Analyst (RTA) continuously monitors Customer Service Staffing Adherence and Call Volume Delivery as compared to forecast assumptions. The RTA balances aggregate schedules, AHT and volume metrics to manage each half hour interval to planned tolerances. These positions provide continual analysis of the performance of over 20 call centers, and respond to provide solutions to correct scenarios where KPIs are out of acceptable performance ranges. The RTA must influence others to take actions to ensure the enterprise achieves its interval and daily goals. The Real Time Support Analysts work directly with call centers to analyze and validate factors contributing to missed KPIs, determine and deploy immediate corrective actions, and monitor the effectiveness of the plan. Each RTA team member provides a critical communication link between the Division Resource Optimization Center and the contact center’s management team to drive results in meeting service level and occupancy requirements.
A significant portion of the RTA’s time is spent documenting and communicating contact center performance to all levels of management. These duties include real-time and post-mortem event analysis, root cause diagnostics and the timely communication of each event. The RTA must have strong mathematical and analytical skill sets, and uses these skills in conjunction with specialized software to monitor intra-day staffing levels, adherence and call volume delivery compared to forecast, to drive the most effective methods of staffing adjustments. This activity includes adjustments to call routing design, and the coordination of volume deliver to 3rd party vendors. The RTA role monitors both internal and external events for their impact to business, and maintains communication across departments to acquire and communicate details that influence call volume delivery, AHT or adherence against schedules.
These positions are considered critical to real-time skill management and call routing for 20 multi-skilled contact centers. Experience and thorough understanding of Avaya CMS, skill preferencing and hands-on experience with real-time workforce management tools required (Blue Pumpkin, IEX, eWFM).
Monitors real-time call metrics including service levels, average speed of answer, schedule adherence, occupancy, AHT, and ACW against an array of defined thresholds.
Monitors upcoming scheduled events including maintenance, channel changes, marketing/promotions, and other known call drivers; creates a communicate bridge between customer service and other departments when events drive call delivery outside of forecast.
Monitors non-scheduled events such as weather and service interruptions, communicates and partners with local call center to determine and deploy corrective plan.
Makes sound recommendations based on call delivery analysis to the call center management teams on staffing levels to balance service objectives and cost. Continually analyzes business performance to create recommendations which drive call center productivity while balancing service levels and costs
Acts as central communications point for any technology or facility issues affecting call center operations, and facilitates corrective plan, alternatives to re-route traffic.
Provides Real Time leadership to Local Real Time Analysts, assisting the call centers in managing intraday staffing requirements.
Provides flash reporting of various KPI’s to key stakeholders within the organization.
Provides end-of-day reporting of various KPI’s, event summary, analysis and post-mortems to key stakeholders within the organization.
Maintains current matrix of skill templates, routing design and workload allocations across organization’s 20+ call centers. Makes adjustments as agent resources are added or removed from the pool, or as new skill sets are added.
Requirements
Requirements: 2+ years of Contact Center Operations experience with demonstrated expertise in Real-Time WFM analysis in a mulit-site, multi-skill environment.
Demonstrated hands-on experience with WFM systems (IEX, eWFM, Verint/Blue Pumpkin) required. Verint v7.8 / Blue Pumpkin WFM experience highly desirable.
Avaya / CMS experience desired, or equivalent system utilizing multi-skill settings. Demonstrated management of agent skills and through understanding of skill management required.
Must be able to work various shifts, overtime and holidays in a 24x7 operating environment. Ability to provide on-call support.
Broad knowledge of inbound contact center environment
Exceptional verbal and written communication skills
Must be highly-proficient on computers, excellent knowledge and use of word processing, excel spreadsheets, and database systems
Must have analytical and troubleshooting expertise. Strong technical documentation, problem solving and analytical skills
Proven ability to work well in a high pressure & target driven environment
Excellent listening, probing, negotiation and de-escalation skills needed
Cable/Internet/Telecom experience desirable
Employment Type
Regular
Working Time
Full-time
Branch
GAA02 - Atlanta - Galleria Pkwy
City
Atlanta
**MEMBERS ONLY**SIGN UP NOW***. is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at **MEMBERS ONLY**SIGN UP NOW***. via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from **MEMBERS ONLY**SIGN UP NOW***. HR/Recruitment will be deemed the sole property of **MEMBERS ONLY**SIGN UP NOW***.. No fee will be paid in the event the candidate is hired by **MEMBERS ONLY**SIGN UP NOW***. as a result of the referral or through other means.
**MEMBERS ONLY**SIGN UP NOW***. is an EEO/AA/ Drug Free Workplace. |
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