Real Time Analyst, Supervisor

About this role

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Skills you'll use

What you'll do

• As a WFM RTA Supervisor, you will be growing and maturing Intraday operations and near-term planning, while also building a highly supportive RTA team who monitors 24/7 operations. This role will be crucial to providing insights and feedback for multiple Support departments and ensuring WF tasks are acted upon to meet SLAs. The ideal candidate will have previous experience with a mix of international vendor contact centers and onshore staffing. The WFM Supervisor will also oversee robust, accurate reporting throughout the team and vendor-level RTAs. We are looking for someone who is always looking to improve the status quo. This role will report to the Workforce Planning Manager.
• You’re excited about this opportunity because you will…
• Develop and grow Real Time Analysts in WFM and their careers who work at all hours of the day.
• Ensures the team accurately tracks and manages call center schedule adherence and SLAs, along with other reporting.
• Work closely with the WF Planning Manager and vendor teams on planning, skilling, and staff levels.
• Serves as the primary point of contact for the internal support team on intraday insights.
• Work well with other departments and teams to grow operations for customer support.
• Ad-hoc duties as needed by Vendor Operations and WFM.
• We’re excited about you because…
• Expert knowledge of key call center performance metrics such as service level, AHT, adherence, etc.

Who can apply

• Expert knowledge of key call center performance metrics such as service level, AHT, adherence, etc.
• Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions.
• At least 3 years experience in workforce management, with 1 year of leadership experience. Preferably with large multi-site operations (300+).
• Experience with outsourced call centers and salesforce preferred.
• Light database or Tableau knowledge is a plus.
• Comfort/experience communicating across job levels with both internal and external partners is a must.
• Strong ability to act quickly and adapt to ever changing business conditions.
• Strong analytical mindset and multi-tasker.
• Fluent with Google Suite.
• Experience with WFM Optimization Tool (ie.e Verint, Aspect eWFM, Nice IEX, etc).

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