Work Force Management Real-Time Analyst - Alivi

• Monitor real-time call volume, handle time, and service levels, and take immediate action to adjust agent scheduling or activities to ensure targets are met.
• Collaborate with operations to manage intraday staffing needs, including breaks, lunches, and other off-phone activities.
• Communicate any system outages, high volume periods, or other operational challenges with the leadership team.
• Provide intraday performance reports and recommend adjustments based on real-time data.
• Coordinate with supervisors and team leads to ensure adherence to schedules and address any issues impacting productivity.
• Analyze and adjust real-time schedules to account for absenteeism, unplanned events, or volume fluctuations.
• Actively manage agent adherence and occupancy to ensure alignment with forecasts and schedules.

Education:

• High school diploma or equivalent is required.
• An Associate’s or Bachelor’s degree in Business, Statistics, Operations, or a related field is preferred but not required.
• Relevant experience in a contact center or workforce management environment may be considered in lieu of formal education

• A lover of all things plan execution. You love when a plan comes together.
• Previous experience as an RTA or in a similar real-time management role (preferred 1-2 years).
• Proficiency in WFM software tools (e.g., Five9, Verint, or similar tools).
• You have an affinity for action. You have the ability to analyze real-time data and make immediate decisions based on changing operational needs.
• Excellent communication skills, with the ability to collaborate effectively with multiple teams.
• Strong organizational skills and attention to detail.