01Overview
About the Role
As a Workforce Real-Time Analyst II, you will play a pivotal role in ensuring efficient real-time performance of the Operations account. Your responsibilities will include data analysis, proactively managing the queue to meet service level targets, and serving as a key communicator to relevant stakeholders. You will also stay updated on policies and procedures, provide insights on challenges, and conduct training for Team Leaders and new hires. Additionally, you will be responsible for maintaining SLAs for the WFM JIRA channel and creating effective reporting mechanisms for key stakeholders.
What the Candidate Will Need / Bonus Points
- What the Candidate Will Do -
Real-Time Performance Analysis: Process and update data for real-time performance analysis, including call volume, TPH/AHT, and service level metrics. Utilize these quantifiable figures to make critical recommendations for addressing account performance issues.
Queue Management: Monitor the queue for the Operations account, ensuring it meets service level targets. Proactively respond with action plans, regularly communicating with Team Leaders and Operations Management.
Communication and Escalation: Act as the central point of communication for account performance, cascading vital information to key decision-makers. Escalate relevant information on account performance to management and maintain proper documentation of major incidents.
Policy Awareness: Stay updated on new policies and procedures affecting day-to-day operations for specific accounts. Provide insights on key challenges in achieving service levels and devise effective responses to address them.
Training: Conduct occasional training sessions for Team Leaders to equip them with the necessary skills for real-time queue management. Conduct training for current hires and as required for Operations.
SLA and Reporting: Maintain SLAs for the WFM JIRA channel and ensure timely and accurate completion of all requests. Schedule and e .
