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Workforce Analyst

HYLA Mobile

HYLA Mobile

IT
Argentina · Remote
Posted on Wednesday, May 8, 2024

The Intraday Analyst is responsible for proactively monitoring and managing contact center intraday performance and progress toward fulfilling client contractual obligations efficiently. This role encompasses some real-time monitoring, reviewing metrics, and making expert recommendations for improving staffing, optimization of SLAs, and increasing efficiency.

  • Ensure appropriate levels of planned non-working shrinkage (e.g., PTO)
  • Analyze and provide feedback on service level performance outcomes.
  • Actively adjust resource allocation in real-time to meet efficiency and service level targets.
  • Proactively plan skill and support changes as needed to ensure contact center KPI and SLA targets can be met as efficiently as possible.
  • Adjust intraday forecasts by analyzing call volume, Average Handle Time (AHT), and shrinkage patterns..
  • Work closely with Operational Partners to schedule offline activities, ensuring business and client needs are met.
  • Evaluate and approve requests for Paid Time Off (PTO), VTO, and Overtime (OT).

Requirements:

  • 0 to 2 years of experience with workforce management in a multi-skill, multi-site contact center environment.
  • Experience with workforce management applications and optimization tools.
  • Strong analytical, communication and organizational skills.
  • Advanced knowledge of Excel.
  • Experience as customer care specialist is a plus!