Workforce Management Real Time Analyst

Workforce Management Real Time AnalystSummary Manage the intraday operation of Hospitality Contact Centers coordinating all activities across three sites to meet service level objectives throughout hours of operation.  Coordinate with management staff on current day coaching, training, off phone workload needs, etc. and optimally schedule these activities to the real time demands of the inbound calls. Essential Duties and Responsibilities The primary responsibility of this position is to analyze call volume trends in order to meet established service level objectives and support the Contact Center Operations staff in off phone activities.  The Real Time Analyst will be cross trained other functions to support the Workforce management team by performing other tasks and participating in special projects as needed.  · Monitor real time performance against established service level objectives and make adjustments to schedules as needed· Maintain current status of routing and workload allocations across multi-sites· Update current day forecast as needed based on analysis of real time workload· Coordinate with Operations teams for their current day requirements for coaching, training, off phone work, etc., and partner with them to meet schedule adherence goals· Enter all current day exceptions into workforce management software to maintain historical data base· Generate current day operational performance reports· Coordinate with all sites on all operational issues impacting service level to · Liaison with local sites providing a resource, support, and communication between other departments· Other tasks as assignedMinimum Qualifications Required - ·One year workforce management software experience·High School diploma·Call Center experience·Knowledge of Excel or MS Access·Deep analytical skillsPreferred Qualifications·4-year college degree ·Blue Pumpkin/Impact 360/Symposium experience·Nortel and Cisco based telephony systems and skills based routing ·Advanced Excel or MS Access skills ·Communication skills ·Analytical and problem solving skills