Our Alto Workforce Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time, working closely with Alto Care Operations leaders, calling out non-adherent activities so that non-adherent agents can be directed back toward the appropriate work assignment.

 Duties

  • Monitor real-time contact center volume traffic in a multi-skill contact center environment, utilizing forecasts and schedules to manage service levels on a daily basis. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
  • Support Care Operations to help provide greater focus on real-time/intraday agent productivity to meet or exceed SLA and KPI targets, performance exceptions and schedule adherence
  • Collaborate with the Care Operations team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
  • Manage daily attendance tracking
  • Input intraday scheduling exceptions as required (e.g. training, special projects, meetings, coaching, overtime, etc.),  in coordination with Training Team and Care Operations
  • Ensure staffing schedules meet requirements, manage call queues, and track agent adherence/shrinkage and escalate as & when required. Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
  • Perform root cause analysis for the days targets were missed; suggest corrective action
  • Provide historical reporting compilation as required Intraday real time monitoring of service levels for all queues 
  • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
  • Have a real time communication with the WFM team and Care Operations when call outs or changes are needed 
  • Support changes within routing profiles
  • Update and send reports related to the performance including but not limited to shrinkage, occupancy and NPT usage
  • Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
  • Provide assistance to the WFM team as needed, performing additional duties as required

Skills

  • High degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
  • Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
  • Intermediate knowledge of Google sheets or Microsoft Excel
  • Clear quantitative, analytical and technical aptitude skills
  • Strong math and PC skills required
  • Competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers
  • High level of professional integrity; employee information must be kept confidential
  • Capability to prioritize and meet tight deadlines
  • Attention to detail and ability to multitask
  • Capacity to maintain composure in critical situations and communicate clearly with stakeholders 

Requirements

  • 1-2 years experience in a contact center; basic contact center-specific software and applications knowledge
  • 1-2 years Operational Workforce Management experience preferred
  • High school diploma or the equivalent (GED) 
  • Flexibility to work weekends and all potential open office hours shifts

 

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