JobsPassport

Business Analyst

• Monitor and manage real-time call center performance, including call volumes, AHT, staffing levels, and service levels across all queues to ensure targets are met.
• Analyze intraday trends in call arrival patterns, handle times, and agent availability to make proactive adjustments and maintain operational efficiency.
• Adjust routing strategies and skill assignments in real time to balance workload and optimize service delivery across channels and queues.
• Track and report key intraday metrics, including service level, occupancy, shrinkage, and adherence, providing timely updates and insights to leadership.
• Identify and escalate deviations from forecast or schedule, recommending immediate actions to mitigate service impacts.
• Monitor agent schedule adherence and productivity, promptly communicating non-adherence and performance concerns to team leaders.
• Coordinate with operations and support teams to plan and manage offline activities (training, meetings, coaching) without compromising service level goals.
• Maintain accurate schedule data by entering exceptions, managing schedule changes, and responding to ad hoc scheduling requests.
• Perform intraday analysis and root-cause evaluation for service level misses, system issues, or unexpected volume fluctuations.
• Collaborate with WFM forecasting and scheduling teams to provide feedback on intraday performance trends and future planning assumptions.
• Communicate actionable recommendations to operations leaders to drive continuous improvement in queue management and staffing optimization.
• Assist in developing and refining real-time procedures, tools, and reporting dashboards to enhance visibility and decision-making.
• Participate in post-day reviews and planning sessions to identify improvement opportunities for future intraday management. Perform other related duties as assigned, supporting the WFM team’s mission to deliver optimal customer and employee experiences.

Workforce Management Analyst