Workforce Real-Time Analyst (WFM RTA) ON SITE

The **Workforce Real-Time Analyst (WFM RTA)** at Blink Health is responsible for proactively monitoring and managing the intraday performance of our contact center. This includes analyzing real-time call volumes, suggesting necessary staffing adjustments, managing agent work schedules, and ensuring that we meet our service level targets.

To be eligible for the **Workforce Real-Time Analyst (WFM RTA)** position at Blink Health, you should have at least a high school diploma or GED, along with a minimum of 1 year of experience in a workforce management or related role. Familiarity with workforce management software and strong analytical skills are crucial.

At Blink Health, we value our **Workforce Real-Time Analysts (WFM RTA)** and offer plenty of resources and support. You will work closely with team supervisors and other departments to improve operational efficiency and achieve service goals, ensuring you have the tools needed to succeed.

Key skills for a successful **Workforce Real-Time Analyst (WFM RTA)** at Blink Health include strong analytical and communication abilities, proficiency in workforce management software, and the capacity to handle multiple projects under tight deadlines. A positive attitude and teamwork are vital in our collaborative environment.

Working as a **Workforce Real-Time Analyst (WFM RTA)** at Blink Health is unique due to our commitment to innovation and our significant impact on healthcare. You’ll be part of a team that values curiosity, learning, and collaboration, all while making a difference in patients' lives across the country.

To prioritize daily tasks as a **Workforce Real-Time Analyst (WFM RTA)**, it’s critical to assess incoming data and determine which areas require immediate attention. Use historical trends and real-time metrics to guide your decisions and ensure you're meeting service level agreements effectively.

Handling unexpected spikes in call volume requires quick thinking and adaptability. As a **Workforce Real-Time Analyst (WFM RTA)**, I'd analyze live data to adjust schedules, communicate with the team for immediate staffing adjustments, and readjust our strategy based on the volume forecast.

In my role as a **Workforce Real-Time Analyst (WFM RTA)**, I’ve extensively used tools such as Playvox, Calabrio, and NICE. Familiarity with these platforms helps me efficiently manage schedules and monitor performance metrics.

Effective communication is essential as a **Workforce Real-Time Analyst (WFM RTA)**. I establish clear communication channels for sharing relevant information with the team, conduct regular check-ins, and foster an environment where feedback is encouraged and integrated into our processes.

In my previous role, I improved call handling times by analyzing workforce data and reorganizing agent schedules based on peak call times, thus optimizing our performance. My efforts in fine-tuning the process led to a notable drop in customer wait times.

To maintain high-quality work as a **Workforce Real-Time Analyst (WFM RTA)** under pressure, I employ strategic time management, focus on clear priorities, and use stress-relief techniques like brief breaks to stay calm and made informed decisions.

I stay updated on workforce management trends and technologies by attending webinars, engaging with professional communities, and routinely reading industry-related articles and research, ensuring I bring fresh insights to my role as a **WFM RTA**.

Creating agent schedules involves analyzing forecasted contact volumes and ensuring optimal coverage. As a **Workforce Real-Time Analyst (WFM RTA)**, I would use data-driven insights to craft schedules that align with business needs while considering agent preferences.

Key indicators I focus on include Real Time Adherence, queue wait times, and overall service levels. These metrics help in assessing agent performance is maintaining optimal efficiency and addressing any potential issues early.

Improving agent utilization rates involves analyzing call data, adjusting schedules in real time to accommodate fluctuating volumes, and fostering agent engagement through effective communication. This ensures our team is well-prepared to handle customer interactions efficiently.