WFM Real Time Analyst I-Grade B1

This is a full-time WFM Real Time Analyst position focused on scheduling and real-time adherence. The role involves monitoring scheduling activities, reporting on key metrics like adherence, shrinkage, and bidding completion, and creating schedule shells. The analyst will also be responsible for communicating challenges and offering solutions to meet staffing expectations.

Requirements

• Adoption and communication of global intraday and scheduling guidelines.
• Enforce real time adherence in Work Types and Markets.
• Monitor the volume of contacts and monitor activity codes.
• Create and maintain a scheduling matrix.
• Analyze and optimize schedules based on labor laws and region-specific rules.
• Distribute programmed shrinkage (activity codes).
• Develop and maintain schedules.
• Recognize and communicate challenges during scheduling cycles.