Workforce Management Traffic Analyst
hace 3 semanas
DescriptionResponsible for monitoring queue performance for assigned projects or sites the Traffic Analyst evaluates Contact Center capacity and recommends adjustments to ensure optimal staffing levels throughout the day in accordance with service objectives and financial targets. This role involves analysing data updating forecasts supporting Real-Time Analysts and collaborating with operations leaders to address staffing needs and optimize workforce efficiency ensuring timely corrective actions are taken.ResponsabilitiesMonitor real-time employee productivity and adherence to schedules identify opportunities to enhance performance and share insights with operational leaders to promote the achievement of KPI targets.Maintain an accurate view of intraday supply versus forecasted demand by processing schedule exceptions and shrinkage requests using WFM systems for the assigned account (e.g. NICE IEX Aspect eWFM or similar).Maintain an accurate intra-day forecast and recommend extra hours/overtime voluntary time off/furlough or schedule adjustments to address anticipated variances in supply or demand.Collaborate with WFM Intraday Management Real-Time Analysts and Operations as applicable to process schedule or skill changes adjust staffing levels and address queue fluctuations to meet service objectives.Distribute real-time performance reports to stakeholders highlighting key metrics trends opportunities and recommended or implemented actions.Analyze historical data to identify patterns and recommend improvements for future staffing and scheduling strategies.Lead discussions to review prior-day performance and establish a revised plan for upcoming intervals.Initiate incident management communications with leadership and client WFM and/or Business Partners during system issues extreme volume fluctuations or site outages.Perform additional duties as assigned.Works closely with WFM Real-Time Analysts Planners/Schedulers and Business Partners to ensure seamless collaboration. Provides mentoring and guidance to Real-Time Analysts. Maintains frequent communication with client and operational management including operational and general managers to discuss performance updates and align on daily and weekly performance strategies.RequirementsAdvanced conversational EnglishFlexible scheduleAvailability to work remotely and on-siteExperience with Google Sheets and ExcelExperience as a leader and team playerRequired ExperienceICKey SkillsActive DirectoryCustomer ServiceEnd userAccess PointsDeskside SupportWindowsSCCMTroubleshootUser AccountsDesktopPCBackupSetuphardwareTechnical SupportEmployment Type : Full TimeExperience: yearsVacancy: 1 #J-18808-Ljbffr
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Workforce Management Traffic Analyst
hace 4 semanas
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
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Workforce Management Traffic Analyst
hace 3 semanas
Monterrey, México Conduent A tiempo completoSobre Conduent:Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.You have an opportunity to personally thrive, make a difference and be part of a culture where...
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Monterrey, México IAC Group A tiempo completoThe IAC Group is a dynamic, high-energy environment, so we are naturally looking for an associate who is a relationship builder, an excellent analytical thinker, intuitive to business needs, and someone who can communicate effectively in challenging situations by creating scenarios. in which everyone wins.We are looking for passionate and talented people who...
