Wfm Real Time Analyst

Job Overview:WFM Real Time Analyst interpret, analyze, rate, and make recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience. They are responsible for preparing and managing staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks. They also assess staffing levels daily, and monitor attendance and schedule adherence.The Real Time Analyst role also involves producing daily reports of staff members' attendance and performance for the human resources department, which is being used to determine whether employees are effectively utilized, or to develop strategies to recruit qualified staff.It also includes generating regular and ad-hoc reports on a variety of of KPI's and Customer Service metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities, and uncovering levers impacting these issues, and developing recommendations for improvement.Qualifications:• Must have at least one year tenure in his/her current role• Meet expectations of BSC rating of 3 (Meet all expectations)• Must not be currently enrolled in the Performance Improvement Program• Must not be under any Disciplinary Action (DA) for the past 12 months