Workforce Real Time Analyst
| Company | Newrez |
|---|---|
| Location | Tempe, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- High school diploma or equivalent.
- 2-4 years of experience in a contact center environment.
- 1+ years of previous experience in a WFM Analyst Role.
- Experience with IEX, ASPECT (ALVARIA) or other WFM platforms, NICE InContact and Ring Central.
- Demonstrated knowledge and understanding of call center KPI metrics.
Responsibilities
- Monitor real-time staffing, demand, and key performance metrics (i.e., ASA, Abandons, AHT) and proactively identify and communicate points of exposure.
- Manage the call volume, daily attendance, and break schedules.
- Monitor work queues and service levels.
- Drive real time adherence to achieve maximum efficiencies.
- Actively optimizing staff schedules based on forecast, attendance, and planned events.
- Setup new hire profiles in WFM platform.
- Ability to analyze complex issues real time and communicate changes to Leadership.
- Performs related duties as assigned by supervisor.
Preferred Qualifications
-
No preferred qualifications provided.