Monitor and manage daily needs, both scheduled and ad-hocked in multi-site, multi-skill environment. Analyze Staffing to identify real time gaps and scheduling needs to achieve daily and monthly service level standards. Monitor intraday performance of contact center. Provide real-time feedback to organizational leadership to ensure awareness of trends and correct times for coaching and special projects. Maintain professionalism and represent WFM in an appropriate manner in all interactions with customers, coworkers, management and support groups. Manage email/ticket cases and ensure all queues are distributed amongst the CSR’s and worked in a timely manner. Determine staffing needs required to handle all workload. Interface with IT departments on reporting and tracking system issues. Train and develop interns/new hires for all responsibilities.
2+ years of Intraday management (verint exp preferred)
Knowledge of Verint, Ujet, and Zendesk software is a plus
Ability to work productively in a fast-paced operations center environment
Ability to work within deadlines and strict timeframes
MS Word
MS Access
Record Keeping Skills
Time Management Skills
MS Excel skills
Analytical skills (data driven)
Process Improvement
Prioritizing skills
Communication Skills
Problem Solving Skills
Attention to detail and accuracy
Multi tasker
According to JobzMall, the average salary range for a Workforce Intraday Analyst is $50,000-$80,000 per year. The salary range can vary depending on the company, location, experience, and other factors.
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