ALTOUR · 10 hours ago

Sr. Workforce Management Analyst

United States

Full-time

Remote

Senior Level

5+ years exp

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Work & Life Balance

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Responsibilities

All agent time off away from the Interactions (ACD/Email/Chat) are scheduled to avoid degrading the client experience and minimize average speed of answer (ASA).

The Senior WFM Analyst will prepare the forecast for the upcoming weeks, pull the managers together in a weekly planning session and involve the leaders in adjusting schedules, coverage and exceptions in order to minimize ASA impacts.

Realtime Management involves monitoring a real time display of all interactions in Queue(calls, email, chat), agent status, and advising and assisting Leaders when interactions are in queue for an excessive length of time. The Senior WFM Analyst will analyze ACD data and provide feedback to leaders realtime.

Twice daily WFM Analyst will pull the leaders from all 3 GDS together to review past performance, current trending and what the daily outcome looks like. This is a critical time to review any staffing, system, vendor(Airline/Hotel) issues and what actions we should take immediately in order to positively impact ASA.

Qualification

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Workforce ManagementACD conceptsTeleOptiVerintIEX