Real Time Analyst

Main Responsibilities:

• Learn WFM concepts and apply as necessary

• Why RTA is a vital piece of the Call Center Puzzle
• Advance personal WFM knowledge with the goal of transitioning to WFM Analyst position as growth permits

• Create/maintain logs of SL-impacting variance items and agent behavior patterns in an effort to improve overall efficiency
• Monitor the center’s inbound and outbound calling activity using tools available and provide feedback to sales floor(s) when opportunities arise
• Help maintain WFM-created reports through data entry
• Identify inefficient processes/reporting and share findings with WFM Team
• Any additional tasks as assigned by the WFM Leader.

Qualifications and Qualities:

• Internal agents must have a good internal work record
• Familiarity with Microsoft Office suite/OpenOffice
• Excellent analytical and organizational skills with strict attention to detail
• Excellent troubleshooting  and problem solving skills
• Mature and independent worker
• Customer service oriented
• Flexibility to work varying shifts or additional hours as dictated by business needs
• Ability to multi-task
• Call center experience