Mission Control Analyst

Responsibilities:

• Intraday real time monitoring of ABA for all queues at all sites
• Real time monitoring of agents’ efficiencies from all teams at all sites
• Provide root cause analysis in ABA for all queues/providers and advise/recommend a plan of action to meet efficiency metric goals
• Quarterback the process of communication as it pertains to calling out changes to incoming contact patterns to operations and the broader WFM team
• Co-host a daily WFM team huddle to discuss the real-time game-plan for the day
• Generate ideas for process and service improvement planning.
• Monitor real-time adherence to schedule by production associates
• Monitor daily critical metrics and trigger escalation procedures when thresholds are reached
• Make recommendations to WFM and department leadership for overtime based on intraday data
• Provide intraday reporting to department leadership on KPIs and impact of any escalation procedures
• Monitor all real-time and Intra-Day activities to ensure operational goals are met
• Accurately track and manage contact center schedule adherence
• Conduct analysis and recommend solutions to real time performance issues
• Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution

Minimum Qualifications:

• Minimum of 2-years of experience in Workforce Management
• Minimum 2-years of experience working in an inbound contact center setting is required
• Must have excellent Attendance & Punctuality record
• Strong analytical and organization skills
• Ability to plan and prioritize tasks of competing priority
• Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
• Thrives in a team-oriented environment passionate about cross training and sharing responsibilities
• Available to work day and evening hours to include one weekend day/night

Required Skills:

• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Ability to do a root-cause analysis as it relates to real-time management.
• Ability to make sound decisions quickly in a fast-paced work environment.
• Strong interpersonal skills and the ability to communicate with many different levels of employees.
• Excellent verbal and written skills; high accuracy of work; fosters open two-way communication;
• Excellent basic math skills (addition, subtraction, division).
• Be a problem solver; highly organized; works independently as well as with a team.

Desired Skills:

• Workforce Management systems experience: Verint Impact 360, InContact, NG or similar.
• Intermediate Excel Skills (e. g. vlookups, pivot tables, sumproduct functions, etc.).
• Presentation skills / ability to build and deliver succinct presentations (Power Point proficiency).
• Experience using Tableau.
• Experience with analyzing, interpreting and summarizing complex data sets.