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WFM Real-Time Analyst - Charlotte, NC
Ref No.: 17-01501
Location: Charlotte, North Carolina
Job Title                     : WFM Real-Time Analyst
Location                     : Charlotte, NC

Position Type            : 
Rate                            : Doe/hr. On W2
US Citizen, Green Card and GC EAD preferred.

Job Description:
  • Monitors and reacts to conditions such as call volume, unplanned absences, and schedule adherence
  • Responsible for executing delegated authorities of schedule changes, OT, blend team utilization, or voluntary time off when under/over service levels
  • Develops understanding of and identifies trends at the daily level
  • Works closely with Schedule and Forecast Analysts to ensure weekly and monthly service levels are considered
  • Completes daily reporting, analysis, and description of prior-day, and intraday reports
  • Tracking and reporting of agent attendance
  • Management of WFM Inbox including and schedule change requests from agents
  • Decisions agent self-service web portal requests
  • Skills agents as business need dictates
Nice to have:
  • Scheduling
  • Real-time monitoring
  • Adherence
  • Looking at call metrics
  • Basic forecasting skills