Gainwell Technologies - Real Time Analyst - Workforce Management

Workforce Management (Real Time Analyst)

Summary:

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Key skills:

- Strong analytical skills to interpret data and make informed decisions quickly

- Excellent communication skills to collaborate with operations teams and escalate issues effectively

- Ability to work under pressure and make rapid adjustments in a fast-paced environment

- Proficiency in workforce management software and tools

- Understanding of contact center operations and key performance metrics

Role & Responsibilities:

Real-time monitoring:

- Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.

Staffing adjustments:

- Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.

Break management:

- Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.

Adherence monitoring:

- Track agent adherence to their scheduled work times and identify deviations requiring intervention.

Performance reporting:

- Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.

Collaboration with operations team:

- Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.

Identifying trends:

- Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.

Escalation management:

- Escalate critical issues to relevant stakeholders, when necessary, such as unexpected high call volumes or staffing shortages.

System management:

- Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Shift Timings (Night Shift): 9 Hours Shift in between 4.30 PM to 4.30 AM IST