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WFO Queue Performance Analyst

WFO Queue Performance Analyst

The WFO Queue Performance Analyst is responsible for monitoring and reporting agent productivity in real-time basis utilizing workforce management software and Avaya and/or Genesys ACD real-time displays. WFO Queue Performance Analysts monitors real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by internal leadership or clients.

GENERAL DUTIES & RESPONSIBILITIES:

Workforce Optimization Practice:

  • WFO Queue Performance Analysts monitor agent-calling behaviors in real-time, calling out events such as talk-time or after-call-work time, which exceeds defined thresholds.
  • Work closely with Operations, calling out non-adherent events through a notification process of emails, messaging and/or direct calls to Operational management so that non-adherent agents can be directed back toward operations task (e.g. Telephonic or Non-telephonic).
  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through email notifications or direct calls via MS TEAMs.
  • Provide historical reporting compilation as required by the Line of Business and/or Campaigns.
  • Provides real-time feedback to Workforce Optimization leadership and Operations management on the status of the LOBs (Line of Business) and campaigns.

Collaboration:

  • May also be required to change agent skill associations on the switch and or provide historical reporting, depending on LOBs and campaign requirements.
  • Coordinate with Operations and other WFO Queue Performance Analysts on the same LOBS/campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the LOBs/campaign.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

  • Minimum High School diploma or equivalent required, 2 years college or more preferred.
  • Minimum 3 years utilizing Workforce Optimiztion applications: Genesys, Aspect eWFM, NICE, or Verint preferred.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • Strong Analytical Skills required to critically assess situations and make decisions in real time.
  • Excellent problem solving and decision-making skills.
  • Ability to operate effectively in a team environment.
  • Excellent oral and written communication skills and interpersonal skills.
  • Experience with contact center reporting and metrics preferred.
  • Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required.

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
  • For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
  • The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
  • The work environment utilizes florescent lighting; noise level is moderate.
  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
  • Please be advised this job description is subject to change at any time. 
Company
One Call
Posted
11/20/2021
Salary Range
$50,000.00 - 92,000.00
per Year
Salary range estimated by
Location
Tallahassee, FL 32318, US