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We're looking for a Workforce Management Real Time Analyst to join our team. In this role, you’ll help the call center manage service levels by utilizing forecasts and schedules on a daily basis. You’ll partner with Customer Support leadership and Workforce Management team to ensure we’re able to reach team service level and production goals while monitoring several different systems and tools. You’ll also manage representative work schedules, real-time workforce management, and developing and maintaining reports. You’ll support the business via analytics, ad-hoc reporting and other special requests as they occur. As a successful candidate,  you’re detail-oriented, analytical, and curious, continuously looking for process improvements.

This is a hybrid position requiring employees to work in the office three (3) days per week.

What you’ll do: 

• Monitor real-time volume in a multi-skill, fast-paced 200 seat contact center environment

• Create a positive work environment that fosters successful team performance

• Utilize Workforce Management software and call volume history to help manage intra-day staffing levels

• Determine effective methods for necessary staffing adjustments

• Manage schedule exceptions and assist with time off requests for contact center agents

• Assess availability for training, special projects, and other functions

• Perform additional duties as required

What we’re looking for: 

• High school diploma or the equivalent (GED) is required

• Possession of strong math and PC skills is required

• Knowledge of Calabrio's Forecasting, Scheduling, and Adherence modules is preferred

• 1-2 years of Workforce Management experience is preferred

• Possession of strong quantitative, analytical, and technical aptitude skills

• Experience in Workforce Management using Calabrio, Amazon Connect, and Salesforce Omni Supervisor software is preferred

• Intermediate experience with MS Excel is preferred

• Ability to proactively find and define problems and provide recommendations for corrective action

• Competency in dealing with all levels of employees/management and building strong relationships with teams

• The ability to make decisions under pressure and formulate actionable solutions to unique challenges