Workforce Analyst

Duties and Responsibilities of the Work Force Analyst (RTA) As a Real-Time Analyst/ Workforce Analyst, you will work closely with Operations, monitor the incoming volume in the queues, report on daily attendance, notify any deviations in real-time and ensure the compliance of the service levels goals to deliver consistent performance. Floor management • Monitor the key performance indicators (KPIs) and provide alerts when any metric is out of the target • Take actions before events that affect the indicators (change the routing profile or skill, re-assign the task to the resources, re-scheduling lunchtimes or break times, pre-shift, coaching sessions, etc.) • Notify the supervisors of agents outside of their schedule (absenteeism, tardiness, lunch and break out of time, or excess of lunches or breaks) • Provide alerts for atypical call volume (volume increase or decrease) • Follow up on the status of the agents and maintain control of the AHT • Ensure that the work tools are working correctly, both management and operational • Make constant tests of the Interactive Voice Response (IVR), or Softphone are working properly • Escalate and document incidents of tools or events that impact the indicators Reports • Build, modify, update, analyze and interpret the content of reports • Daily update of operational management reports (attendance, performance, executive reports, among others) • Daily update of the WFM reports (accuracy in the intraday forecast, incident report, among others) • Evaluate and detect deviations and propose continuous improvements • Perform graphical analysis of correlations, variables, Pareto, among others Forecasts, Schedules, and Service Level • Review the call inflow pattern and the required resource to comply with the demand, analyze trends and come up with suggestions or recommendations such as schedule movement or other