Manager, Workforce Real Time Analyst

The role:

The Manager, Workforce Real Time Analyst will lead and manage the Domestic and Global Partner RTA Analyst team. This person will be responsible for developing the analysts and guiding them daily to meet service level requirements and daily execution by monitoring key metrics via contact channels and queues within the operations center. This position will also partner closely with the workforce management team, data analytics, and operations (BPO & Sofi) to align on daily performance and reporting. Additional responsibilities include but are not limited to; basic workload support(processing tickets, slacks, requests), conducting daily operations touchpoint calls, supporting real-time decisions and recommendations, and various reporting needs. 

What you’ll do: 

• Understanding of contact center setup, workforce management tools, ACD, and execution strategies for optimal performance. Create, maintain, and develop dashboards, SOP’s etc.,
• Foster a team environment, leading, coaching, and developing analysts globally, sharing knowledge, providing education on processes, and encouraging participation and creative ideas. Support team with daily duties and workload
• Lead daily review calls, provide recommendations, and develop periodic and ad-hoc reports to cascade to operations partners
• Analyze and translate data from various sources to compile a comprehensive picture of the overall business performance offering valuable insight against metric projection and decisions

What you’ll need:

• Minimum of 3 years of WFM experience in a multi-channel call center environment, including offshore operations
• Minimum of 3 years of experience as a people management in an operations call center environment
• Ability and desire to Lead, teach, and foster the integrity of the WFM team 
• Exceptional Verbal and written communication skills, and decision-making skills
• Ability to work in a fast-paced environment and make decisions and recommendations without direction of a manager 
• Fosters a team environment 
• Strong understanding of contact center setup both agents skills and multi-channel. 
• Sound understanding of business goals and direction
• Efficient in Microsoft Office products/sheets
• Knowledge and experience in Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software (Genesys, Calabrio, Intradiem)

Nice to have:

• Access, Tableau editing experience