Real Time Analyst I - ELS

Will oversee processing numbers, filtering, collation, and real time analysis with WFM. Also, will be the traffic controller and the authority for off the phones activities. In charge of assuring all exceptions are entered with WFM team daily.

• Discuss with Supervisors action plans and participate as a resource in action plans (helping the floor)
• Traffic – queue controller for off the phones activities
• Task and actions including but not limited to:
  • AHT outliers (Talk Time, Hold Time, ACW) monitoring.
  • Prevent and report to the supervisor and/or MOD any suspicious queue behavior
  • Provide help with a daily MED/absenteeism report and follow up to supervisors and cross reference with transportation roster to remove the absent from the list during the time of the MED leave
  • LOA/MED’s leaves follow up assuring their exception is submitted with WFM and MED leaves are backup with proper documentation with HR.
  • Make sure that LOA’s, off the phone activities, schedule swaps, meetings and any aux code usage is justified and properly submitted with WFM team.
  • Assume roles of MOD during Supervisor’s meetings
  • Queue Watcher will also review with WFM every Friday the schedules for next week to avoid SL conflicts based on historical information per interval.
  • Contingency plan implementation in case of calls spikes/overflow previously discussed with Management and WFM
• Send a previous day queue recap, midday and a closer report to management and supervisors.
• Point of contact with WFM team.
• POC for tools outage with Help Desk and Local IT.
• Check WFM Mailbox to get all Lateness, Meds, and LOA’s from Floor and report them to the supervisors and WFM team.

• Strong attention to detail
• Strong interpersonal skills and the ability to communicate with many different levels of employees
• Microsoft office excel- Intermediate Knowledge
• Drive for results
• Customer service oriented
• Leadership skills
• Analytical skills
• Innovative solution provider
• Ability to multi-task in a fast-paced environment