The WFM Real-Time Analyst is a crucial role responsible for monitoring and managing the day-to-day customer service operations in real-time. This position requires a keen eye for detail and the ability to rapidly respond to changing operational needs, also encompasses the responsibility for formulating strategies related to the development and implementation of action plan guidance, supporting WFM internal team and operations stakeholders. The ideal candidate will possess good analytical skills, organizational backgrounds and the ability to make fast data-driven decisions to ensure operational efficiency and effectiveness.

Key responsibilities:

Develop and manage effective scheduling systems to ensure adequate staffing levels across all departments.

Continuously monitor real-time call volumes, staffing levels, and service metrics to ensure adherence to schedules and operational efficiency.
Analyze real-time and historical data to identify trends and areas for improvement in workforce management
Effectively communicate with team leaders and management regarding real-time operational status and necessary adjustments.
Monitor and manage staff adherence to schedules, including breaks, lunches, and shift start/end times.

Manage the day to day operations of the department.

Manage the call volume, daily attendance and program break schedules.
Control and adjust call types and agent skill assignments in real-time to balance service levels (TSL), optimizing results with available resources (FTEs)
Monitor absenteeism and lateness in real time and provide the results to leadership
Work closely with the operations team to analyze and help improve their delivery processes
Produce reports and alerts in daily basis consolidating operational scenario and highlight the main insights to improve operations outcome.
Assist with projects and other duties as requested or assigned.
Support operations and scheduler analysts to control metrics and release employees in real-time for training, feedback, meetings and daily huddle sessions.
Collaborate with other WFM team members and departments to optimize staffing and resources.
Provide immediate responses and solutions to real-time challenges
Map and monitor the main WFM KPIs results in real time, this involves identifying any deviations from the plan and providing directional guidance to operations for alignment with strategic objectives (SLA, AHT, ASA, occupancy, abandon, offered calls, shrinkage, schedule adherence, unscheduled “not ready” status, etc.),
Monitor IT-related issues that affect operational performance and results, providing necessary support and following escalation processes to leadership and gold users.

Qualifications and Education Requirements:

High School Diploma or Equivalent, previous experience in workforce area or as Data Analyst
Ability to work in a fast-paced and dynamic environment
Advanced German and English Skills.
Proficiency using Business Intelligence tools (i.e. Cognos, Business Objects,Qlikview, PBI, MicroStrategy, Celonis) and exposure to source system query engines (i.e. SAP, PeopleSoft, Cisco, Avaya, Verint, Content Guru, or any other related WFM tool) preferred but not required.
Experience with Visual Basic and SASS preferred but not required.
Independent Worker: Able to manage your tasks with little supervision and deliver results.
AI and Machine Learning Utilized for predictive analytics and fraud detection.
Artificial Intelligence (AI) General AI applications in customer service and claims processing.
Business Intelligence Important for decision-making and strategic planning.
Basic / Intermediate PowerPoint and Excel skills.
Excellent organizational and time-management abilities.

1 Job for Sass in Romania

Real Time Analyst with German