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WFM Analyst Alpine Access
THIS JOB HAS EXPIRED
WFM Analyst - US Only Please-Internal Applicants Only, Please
WFM Analyst
--Note: Applicants MUST have OPEN availability
Essential Duties and Responsibilities
Monitor Real Time to meet Interval Compliance Goal or Service Level
Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time displays
Monitor key call center performance metrics such as service level, ASA, occupancy, adherence, handle time, etc.
Required to change multiple agent skills with quickness and precision to manage daily workflow, including new hire set up, and reporting updates
Monitor same day and/or short term non-phone related tasks to distribute and manage workload
Monitor timely retrieve and accurately report all messages left on the attendance line. Updating schedules to reflect change in staffing and reporting of attendance to operations
Communicates daily with clients workforce management teams
Report schedule and performance data to Work Force Management Team Lead/Manager
Manage Agents Offline activities ( Breaks, Lunches, team meeting training etc)
Approve/ Decline Vacations, Time off requests etc
Manage staffing by authorizing Jump Ons/OFF to meet Interval Compliance.
Update agent schedules Real time for Late Lunches, Breaks, meeting etc
Work with the Ops, IT Team & the Client when Tech issues arise.
Track and Approve vacation time
Skills Required
Minimum of 1-2 years of call center experience, prior Workforce experience preferred
Excellent analytical and problem solving skills
Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
Must be able to work in a fast paced environment handling multiple activities simultaneously
Must be self-motivated, able to work independently and as a team member
Ability to exercise judgment and make sound decisions under pressure
Ability to easily communicate with agents and all levels of management
Strong Math and PC skills
Experience with workforce management products (IEX, CMS, Aspect, Verint, etc.) and phone switch monitoring applications.
Proficient with MS Office ? specifically MS Excel
Excellent prioritizing, planning and organization skills
Understanding of basic call center metrics, processes, and practices.
Ability to handle multiple projects and tasks simultaneously
Ability to work with others to resolve problems, handle requests or situations
Strong relationship building skills
Ability to adapt and openly accept change
Takes accountability for decisions and actions
Takes an active role in personal growth and development
Ability to handle sensitive information with the strictest of confidentiality
Ability to work a flexible schedule including evening and weekends as business needs demand
IMPORTANT : Need to have open Availability
| Location: | 1120 Lincoln Street Suite 1400 Denver, CO 80203 United States |
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THIS JOB HAS EXPIRED
Alpine Access
All Jobs: at Alpine Access| Web Site: | www.alpineaccess.com |
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| Headquarters: | 1120 Lincoln Street Suite 1400 Denver, CO 80203 United States |
| Industry: | Business Products and Services |
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