Workforce Reporting and Real Time Analyst  

• May make decisions about day-to-day operations, including management of work assignments and information between shifts as well as workload, equipment, staffing, and scheduling approaches
• Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend)
• Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required
• May include management of resources performing these key responsibilities
• Update and modify call/contact/work forecasts and handle time forecasts for the defined interval - typically on a daily and weekly basis
• Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable
• Make configuration changes to the scheduling system as required
• May adjust queues in call routing software as required to optimize staffing and service level results

• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
• Bachelor’s Degree holder from an accredited institution
• 1-2 years of relevant workforce management experience
• Exposure to multi-channel and multi-skill inbound/outbound processes
• Experience in queue management and various scheduling systems
• Knowledge of contact center methodologies, process requirements and capabilities

Preferred Qualifications

• Experience on ACD switches like Avaya CMS, Symposium, Verint
• Knowledge of other tools like MS Access, Cognos, Tableue and other MIS tools
• Hands on experience with MS Office