WFM Real-time Analyst

Job description

The WFM Real-Time Analyst is a crucial role responsible for monitoring and managing the day-to-day customer service operations in real-time. This position requires a keen eye for detail and the ability to rapidly respond to changing operational needs, also encompasses the responsibility for formulating strategies related to the development and implementation of action plan guidance, supporting WFM internal team and operations stakeholders. The ideal candidate will possess good analytical skills, organizational backgrounds and the ability to make fast data-driven decisions to ensure operational efficiency and effectiveness.

 

Key Responsibilities:

 

Develop and manage effective scheduling systems to ensure adequate staffing levels across all departments.   

·  Continuously monitor real-time call volumes, staffing levels, and service metrics to ensure adherence to schedules and operational efficiency.
·  Analyze real-time and historical data to identify trends and areas for improvement in workforce management
·  Effectively communicate with team leaders and management regarding real-time operational status and necessary adjustments.
·  Monitor and manage staff adherence to schedules, including breaks, lunches, and shift start/end times.

 

Manage the day to day operations of the department.

·  Manage the call volume, daily attendance and program break schedules.
·  Work closely with the operations team to analyze and help improve their delivery processes
·  Produce reports and alerts in daily basis consolidating operational scenario and highlight the main insights to improve operations outcome.
·  Assist with projects and other duties as requested or assigned.
·  Support operations and scheduler analysts to control metrics and release employees in real-time for training, feedback, meetings and daily huddle sessions.
·  Collaborate with other WFM team members and departments to optimize staffing and resources.
·  Provide immediate responses and solutions to real-time challenges
·  Map and monitor the main WFM KPIs results in real time, this involves identifying any deviations from the plan and providing directional guidance to operations for alignment with strategic objectives (SLA, AHT, ASA, occupancy, abandon, offered calls, shrinkage, schedule adherence, etc. ),

Qualifications and Education Requirements: 

·  High School Diploma or Equivalent, no previous experience in workforce area. 
·  Ability to work in a fast-paced and dynamic environment
·  Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects,

Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) preferred but not required.

·  Experience with Visual Basic and SASS preferred but not required.
·  Basic / Intermediate PowerPoint and Excel skills.
·  Excellent organizational and time-management abilities.
·  Excellent communication and interpersonal abilities.

53055 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position.

We are ONE of the 4 Global Centers of Competence that Allianz Partners has around the word and we deliver back office and front office assistance and claims management services for customers or Allianz entities based in: Germany, Austria, Switzerland, Ireland, Italy, Romania or for Global Contracts;

We CARE about us as a team the same We CARE about our customers;

We DARE to have fun the same we DARE to look for solutions or improvement;

We CARE about nature, children, about the world the same we CARE about our own development.