Workforce Management Analyst

Overview:

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

* Updates and processes data for real-time performance analysis.
* Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
* Manages and monitors the queue for the Operations account against the attainment of passing service levels.
* Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
* Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
* Escalates relevant information on account performance to Management and ensures proper document on major incidents.
* Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
* Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
* Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
* Conducts training for new hires, or as required for Operations.