The Workforce Management Real-Time Analyst (WFM RTA) is responsible for effectively managing call volume routing, representative statuses, making real time staffing and routing adjustments to meet volume requirements, adherence metrics that meets or exceeds key performance indicators for service level and first call resolution on each program.

This is an in-center position.

Key Responsibilities/Performance Requirements:

• Monitor intraday performance, notifying managers and supervisors as problems arise in order to optimize service level.
• Work with the supervisory team and WFM Manager to adjust call center scheduling and staffing to meet both intraday and future needs.
• Monitor staff adherence to work schedules and provide adherence reports to business unit leadership.
• Develops and maintains relationships with the center's leadership and its management teams.
• Collaborate and partners with the WFM Manager and WFM Analysts.
• Research required information and resolve Workforce Management inquiries using available resources.
• Update and provide hourly attendance and program KPI updates.
• Innovate process enhancements for improved efficiency.
• Regularly communicate with Operations leaders and representatives on ACD/IVR Statuses.
• Review, work, and resolve WFM tickets, including schedule adjustments.
• Other duties as assigned.

Preferred Skills: 

• Excellent communication skills to communicate and interact with all levels of the organization.
• Strong computer skills with Microsoft office (outlook, excel...), Tableau (preferred but not required), knowledge of Five9 and Microsoft Dynamics.
• Comfortable in a fast-paced environment.
• Problem solving, assisting in team tasks, listening, verbal and written communication, building relationships, basic math skills, multi-tasking
• The ability to identify and trouble shoot customer and program problems that exist and effectively resolve and/or communicate needed resolution/escalation via application enhancements, or operational process changes.

Requirements:

• High school diploma or equivalent required.
• One year of office/clerical support experience.
• Previous workforce management experience preferred.

Compensation:

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Why North End Teleservices?

At North End Teleservices, we value creativity, innovation, and a deep understanding of our business and clients. As a Creative Proposal Writer, you will have the unique opportunity to shape how we communicate our value and vision, directly influencing the success of our business. Join us and be part of a team that thrives on collaboration, creativity, and making a real impact in the lives of our clients and communities.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

• Cultural competence:
  • Understand multiple frameworks, values, and norm.
    • Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
    • Negotiation: Negotiates and facilitates cultural differences, conflicts, tensions, or misunderstandings.
    • Judgment: Can discern when to inquire, advocate, drive, or resolve more decisively.
    • Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
    • Corporate communications: Acknowledge and address possible unfavorable impact.
    • Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
    • Brand Management: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to: Enhance the supply chain and Increase market share, revenues, and loyalty.
    • External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
    • Supplier Diversity: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to Enhance the supply chain and Increase market share, revenues, and loyalty.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.