Workforce Management Real Time Analyst

  • Company:
  • Location:
  • Salary:
    negotiable / month
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  • Posted:
    5 hours ago
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TripActions is actively hiring and, in response to COVID-19, conducting all interviews and onboarding virtually. Any new or current team members will be temporarily working remotely until it is safe to return to office.TripActions has a great opportunity for a Real-Time Analyst for WFM supporting our 24/7/365 Travel Experience support. This individual will be responsible for collaborating with cross-functional peers and multiple levels of leadership to balance productivity and performance across Dallas. You will be responsible for coordinating multi-channel support volumes with operations in a way that achieves the customer experience as well as business needs, execute short-term adjustments to schedules and ensure integrity of data within our systems of record by maintaining profiles and accurately accounting for time. To effectively support our business, candidates for this role must be proactive, detail oriented, analytical, and possess the ability to execute the below responsibilities.RESPONSIBILITIES Deliver tailored messaging to targeted audiencesWorking knowledge of and ability to speak to WFM/contact center metrics and terminologyAbility to identify emerging trends and measure impact to the businessThrough curiosity, research anomalies and delve into the ‘why’ behind the dataProactively distill data into actionable insights & recommendationsMonitor real-time volume in a multi-skill contact center environment.Creates a positive work environment that fosters successful team performance.Builds personal skill sets and continues to develop proficiency of the department’s systems and applicationsUse WFM software and call volume history to help manage intra-day staffing levels.Determine the most effective methods for needed intra-day staffing adjustments.Enter schedule exceptions for contact center agents.Assist with time off requests for contact center agents.Assess availability for training, special projects, and other functions.Perform additional duties as required QUALIFICATIONS 2+ years of work experience in a contact center or 2+ year of WFM experience1+ year experience with workforce systems such as; Aspect eWFM, Avaya CMS, IEX, Genesis, Teleopti, Calabrio and/or Verint/Blue PumpkinIntermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)Ability to work a flexible schedule, including nights, weekends, & holidaysStrong quantitative, analytical and technical aptitude skillsProactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective actionCompetency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customersThis position requires a high level of professional integrity. Employee information must be kept confidential