Auctane
WFMRealtimeAnalyst
“WFM Real-time Analyst at Auctane. Skills: Workforce Management, Real-Time Analysis, Operational Performance Monitoring, Scheduling Optimization, Agent Utilization. Monitor and analyze real-time operational performance metrics such as service level and agent adherence to schedules using workforce management software.. Monitor agent adherence to schedules and identify any deviations.”
What You'll Achieve.
ensuring the efficiency and productivity of our workforce by monitoring real-time operational performance and making timely adjustments to optimize schedules and agent utilization.; ensuring service levels are consistently met across all support channels.
Industry & Context.
analytical and problem-solving skills with the ability to interpret data and trends effectively.
Ability to work in shifting hours and schedules.
What They're Looking For.
Must Have
2+ significant years of experience in a customer service-based environment, Ability to work in shifting hours and schedules, analytical and problem-solving skills with the ability to interpret data and trends effectively, Excellent communication skills with the ability to convey complex information clearly and concisely, Detail-oriented with the ability to prioritize tasks and manage multiple priorities in a fast-paced environment, Ability to work independently as well as part of a team, with a proactive and collaborative approach
Nice to Have
Zendesk and Zoom proficiency is a plus
What You'll Do.
Monitor and analyze real-time operational performance metrics such as service level and agent adherence to schedules using workforce management software.
Monitor agent adherence to schedules and identify any deviations.
Provide coaching and feedback to agents to ensure adherence to schedules and maximize productivity.
Stay updated on industry best practices and emerging technologies in workforce management.
Proactively identify areas for improvement in processes
and tools to enhance operational efficiency.
How You'll Work.
Team & Collaboration
Communicate effectively with various stakeholders, including operations managers, supervisors, and frontline agents, to coordinate staffing adjustments and ensure alignment with business objectives.; Ability to work independently as well as part of a team, with a proactive and collaborative approach.
Communication Scope
Excellent communication skills with the ability to convey complex information clearly and concisely.
Applying for this WFM Real-time Analyst role?
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