Mission Control Analyst- Montego Bay

The Call Center Workforce Management (WFM) Mission Control Analyst will partner with the Workforce Management team to monitor real-time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates.

The candidate should have good knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, and documenting. A strong knowledge and ability to report metrics like service level, occupancy, shrinkage, staffing requirements, etc., is also expected. This position is responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Analyst must exercise judgment, integrity, and assume responsibility for decisions, consequences, and results having an impact on people, cost, and quality of service within the organization.

Responsibilities:

• Intraday real-time monitoring of ABA for all queues at all sites
• Real-time monitoring of agents’ efficiencies from all teams at all sites
• Provide root cause analysis in ABA for all queues/providers and advise/recommend a plan of action to meet efficiency metric goals
• Quarterback the process of communication as it pertains to calling out changes to incoming contact patterns to operations and the broader WFM team
• Co-host a daily WFM team huddle to discuss the real-time game plan for the day
• Generate ideas for process and service improvement planning
• Monitor real-time adherence to schedule by production associates
• Monitor daily critical metrics and trigger escalation procedures when thresholds are reached
• Make recommendations to WFM and department leadership for overtime based on intraday data
• Provide intraday reporting to department leadership on KPIs and impact of any escalation procedures
• Monitor all real-time and intra-day activities to ensure operational goals are met
• Accurately track and manage contact center schedule adherence
• Conduct analysis and recommend solutions to real-time performance issues
• Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution

Minimum Qualifications:

• Minimum of 2 years of experience in Workforce Management
• Minimum of 2 years of experience working in an inbound contact center setting is required
• Must have excellent attendance & punctuality record
• Strong analytical and organizational skills
• Ability to plan and prioritize tasks of competing priority
• Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
• Thrives in a team-oriented environment passionate about cross-training and sharing responsibilities
• Available to work day and evening hours to include one weekend day/night

Required Skills:

• Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting
• Ability to do a root-cause analysis as it relates to real-time management
• Ability to make sound decisions quickly in a fast-paced work environment
• Strong interpersonal skills and the ability to communicate with many different levels of employees
• Excellent verbal and written skills; high accuracy of work; fosters open two-way communication
• Excellent basic math skills (addition, subtraction, division)
• Be a problem solver; highly organized; works independently as well as with a team

Desired Skills:

• Workforce Management systems experience: Verint Impact 360, InContact, NG or similar
• Presentation skills / ability to build and deliver succinct presentations (PowerPoint proficiency)
• Experience using Tableau
• Experience with analyzing, interpreting, and summarizing complex data sets