Data Analyst I

Daily real-time monitoring of service levels for all queues at all sites.

· Oversee agent performance from all teams at all sites.

· Drive real-time adherence to expected capacity against actual performance to achieve

service levels and efficiency metric goals.

· Communicate changes to incoming contact patterns to operations and the broader WFM

team/stakeholders.

· Real-time communication with the WFM team and operations when changes need to be

made.

· Support changes by working with Reports team to create accurate dashboards

· Update and send reports related to the performance of each team, including but not limited

to shrinkage, occupancy, Operational Performance and Funnel/Growth.

· Build and maintain strong relationships with key stakeholders from all sites to ensure

objectives are met.

· Review Tickets and tasks assigned to the Reporting/Ops related team that require real-time

assistance to different stakeholders.

· Review and process Admin requests in real-time.

· Provide assistance to the WFM team as needed.(for Capacity planning)

BASIC QUALIFICATIONS

· 1+ years of experience in a contact center environment.

· 1+ years previous experience in a Workforce Management role as a RTA or Analyst.

· Proven experience with creating and maintaining Business /Operations daily performance

reports and Insight Analysis

· Proven strong interpersonal and communication skills with the ability to communicate

effectively to a wide range of constituencies in a diverse environment.

· Decision-making and complex problem-solving skills.

· Proactively gather the right data from appropriate sources, conduct root cause analysis,

refer to long-term plans and goals, prioritize key factors, and act decisively, promptly, and

confidently.

· Flexible schedule, including nights and weekends as needed