[Remote] WFM Real-Time Analyst
Note: The job is a remote job and is open to candidates in USA. Planet Pharma is seeking a WFM Real-Time Analyst to support Workforce Management applications for a medium size Agent Contact Center. The role involves ensuring optimal resource allocation and support for operational growth while maintaining and updating forecasts and agent schedules.
Responsibilities
ā¢ Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied
ā¢ Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators
ā¢ Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time
ā¢ Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month
ā¢ Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time
ā¢ Review and approve agent time off and schedule change requests
ā¢ Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement
Skills
ā¢ Prior medium to large call-center experience required
ā¢ Prior WFM administrative and real-time scheduling support
ā¢ High school diploma or GED equivalent required
ā¢ Requires skills in all the following: a) Establishing resource schedules; b) Supporting intraday real-time scheduling activities; c) Identifying and delivering real-time schedule staffing decisions; d) Developing, analyzing, and delivering WFM and contact center reports; e) Maintaining and administering the WFM platform
ā¢ Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management
ā¢ Experience training individuals or groups on new concepts and processes
ā¢ Experience coaching agents to drive performance improvement
ā¢ Ability to influence and lead others without direct authority
ā¢ Innovative problem solver with an attention to detail and a focus on accuracy
ā¢ Contact Center Experience
ā¢ CO/NYC candidates might not be considered
ā¢ College degree preferred
ā¢ Experience with WFM platforms preferred (i.e. Five9/VO, NICE InContact)
Company Overview
ā¢ Planet Pharma is a pharmaceuticals company. It was founded in 2009, and is headquartered in Northbrook, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://planet-pharma.com.
Company H1B Sponsorship
ā¢ Planet Pharma has a track record of offering H1B sponsorships, with 3 in 2022, 5 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply Now
Apply Now
Responsibilities
ā¢ Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied
ā¢ Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators
ā¢ Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time
ā¢ Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month
ā¢ Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time
ā¢ Review and approve agent time off and schedule change requests
ā¢ Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement
Skills
ā¢ Prior medium to large call-center experience required
ā¢ Prior WFM administrative and real-time scheduling support
ā¢ High school diploma or GED equivalent required
ā¢ Requires skills in all the following: a) Establishing resource schedules; b) Supporting intraday real-time scheduling activities; c) Identifying and delivering real-time schedule staffing decisions; d) Developing, analyzing, and delivering WFM and contact center reports; e) Maintaining and administering the WFM platform
ā¢ Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management
ā¢ Experience training individuals or groups on new concepts and processes
ā¢ Experience coaching agents to drive performance improvement
ā¢ Ability to influence and lead others without direct authority
ā¢ Innovative problem solver with an attention to detail and a focus on accuracy
ā¢ Contact Center Experience
ā¢ CO/NYC candidates might not be considered
ā¢ College degree preferred
ā¢ Experience with WFM platforms preferred (i.e. Five9/VO, NICE InContact)
Company Overview
ā¢ Planet Pharma is a pharmaceuticals company. It was founded in 2009, and is headquartered in Northbrook, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://planet-pharma.com.
Company H1B Sponsorship
ā¢ Planet Pharma has a track record of offering H1B sponsorships, with 3 in 2022, 5 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply Now
Apply Now