Workforce Management Associate

The WFM Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents available to handle volume of incoming calls and chats at the desired service level.

The Purpose of Your Role

This position is responsible for monitoring service levels, call center activity, and agent commits on a real time basis ensuring service performance goals are consistently achieved. This position will work closely with the program leadership on optimization of agent commits and performance reporting. This individual possesses a highly developed attention to detail, deep problem-solving skills, the ability to adapt quickly and learn on the job, while juggling multiple responsibilities and still delivering top notch results in a fast-paced environment.

The Qualifications We’re Looking For

• Familiarity with contact center systems and terminology
  • Automatic Call Distributer (ACD) - Genesys and Salesforce
  • WFM Scheduling
• Two years of workforce experience using a contact center workforce management system, preferred
• Thorough understanding of call center metrics (Service Level, AHT, utilization, shrink)
• Strong analytical skills / Proficiency with MS Office applications (Excel, Access, Power Point, Word)
  • Very strong Excel skills, including ability to create and maintain spreadsheets that would include advanced formulas (if statements, v/h lookup, etc.)
  • Ability to take complex data, utilizing Excel, and create summary views that are easy to follow and can be shared with Operations or Clients
• Excellent typing skills – ideally 85 wpm
• Strong oral and written communication skills; the ability to manage multiple and diverse stakeholders across businesses and leadership levels
• Strong Organizational skills: Ability to manage multiple priorities and be flexible with competing priorities and prioritizing accordingly
• Ability to lead and/or participate in virtual meetings in a distraction-free environment

The Competencies You Bring

Adaptability, Attention to Detail, Data Gathering and Analysis, Customer Focused, Computer Literacy, Dealing with Ambiguity, and Stress Tolerance

The Value You Deliver

• Works well independently and in a team setting
• Availability to work weekends and some holidays
• Primarily responsible for monitoring contact center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources
• A level of accountability in the achievement of service performance goals and client specific performance guarantee targets, rests with this position

Technology Proficiency

• Experience in using Genesys, Salesforce and Shiftboard, strongly preferred
• Proficient in contact center metrics and how they drive CC performance
• Assist with creating, processing and maintenance of agent credentials
• Ensure credentials are requested, deleted, and terminated in a timely manner
• Work with client to create tickets and report technology issues and new technology requests
• Technically capable to make updates within Genesys to keep Pulse Widgets updated

Data Gathering and Analysis

• Use historical call data, interval arrival patterns, average handle times, service level targets, and other data as necessary to develop anticipate adjustments that may be required to the released commits

• Monitor commits against plan and compare to how volume is trending to make real time decisions regarding agent commits
• Produces daily, weekly, monthly and annual reporting to assist in operational decision making and resource planning
• Provide reports with service level and abandon rate explanations for any day where SL’s are missed
• Assists supervisors and management in understanding the impact of events that occur throughout the day

Communication

• Communicate and report KPIs to management and provide real time status updates to the CRT team and the Client network
• Conduct outreaches to agents during high volume periods to try to add commits using Liveops approved systems
• Review and respond to schedule inquiries from management and agents
• Manages CACR (Coach Approved Commit Release), based on business needs

Attention to Detail

• Analyze data to develop plans for commit increases/decreases based on launches, volume trends, etc. for the upcoming week/weeks
• Run reporting to support Client Invoicing
• High attention to detail
• Special departmental assignments and/or projects as assigned
• Regular, consistent, and punctual attendance
• Must be able to work evenings and weekends, variable schedule(s) as necessary

About Liveops:

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with
customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including medical insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization is required to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)