**Purpose of the position**:
Oversees current week schedule adjustment, real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business to meet program's contractual metrics.
**Key task & result areas**:
**Intraday Management**
- Maximize call outs of agents' behavior and non adherence based on approved documentation from Operations and WFM stakeholders, handling pending time-off requests and schedule changes, checking and flagging them according to individual performance in terms of thresholds set for Talk, Hold Time, and ACW.
Periodical monitoring and analysis of released schedules and taking corrective actions if there are variations in scheduled vs actuals.
- Tracking of relevant events and incidents such as attrition, absenteeism, and unproductive hours that potentially affect current and future schedules.
- Weekly to real-time planning and scheduling off-production events (e.g.
training, meeting, etc.)
without compromising client requirements.
- Routing and allocating of agent skillsets using documented structured approach.
- Perform other duties assigned related to WFM Real-Time Management.
**Requests Processing & Data Analysis**
- Processing and approval of tickets and requests via IEX / IEX Webstation or any other WFM ticketing tool from Operations regarding (preferred) changes to the published schedules.
- Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly historical data while ensuring timeliness and accuracy of information.
- Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency and other KPI goals are met.
**Serves as Point of Contact**
- First POC for any escalations, outages, system issues or any other production impacting situations while providing continuous update to stakeholders regarding status issue.
- Coordinate and collaborate with Operations, IT, HR and other departments to ensure 100% production functionality.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
**Social interaction**:
The GWFM Real-Time Analyst performs various activities in close consultation and collaboration with GWFM Scheduler, GWFM Planner, GWFM Business Partner and GWFM Supervisor.
Outside the WFM department the RTA collaborate with and has frequent contact with Operations Management (Supervisor and Manager) regarding performance and daily and weekly performance strategies.
**Job Requirements**:
**Education requirement**:
- Intermediate vocational education (High School Diploma or GED) unless regionally different
**Minimum skills to hire**:
- Effective operational language proficiency of Business English and any other required languages to perform the job (e.g.
the language of the business location)
- Advanced proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Strong collaboration skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
- Ability to focus on performance and results, and to act accordingly
- Knowledge of general contact center processes
- Problem signaling and solving skills
**Preferred**:
- Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
- Knowledge of the COPC methodology
- Knowledge of the Lean Six Sigma methodology
- Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
- Previous RTA experience is a plus.
Analytics experience or training in the filed.
**Continuum Global Solutions, LLC.
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