ARHS WFM Real Time Analyst (Temporary) - Virtual US

Alight Solutions; Illinois; Hybrid; USD 41,000 - 50,000; Full time

Benefits offered by this job

Wellbeing programs

Retirement plans with matching

Generous time off

Parental leave

Continuing education

Job summary

Alight Solutions is seeking a WFM Real Time Analyst to ensure service levels for our clients are met. You will realign and schedule appointments, block calendars, and coordinate with agents to stay on time within windows.

The role requires fast-paced task processing and understanding of forecasting, scheduling, PTO, and skill management. Ideal candidates thrive in a busy call center environment and will contribute to continuous improvement in workforce management across multiple clients.

Qualifications

• Strong math aptitude.
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• Strong understanding of Outlook, Lync and CRM platforms.
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• Intermediate Excel skills.
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• Experience in inbound or outbound call center.

Responsibilities

• Ongoing communication with team members and Operations Managers to complete workforce tasks.
• Execution of adding training, meetings, appointments to schedules and updating skills.
• Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage
• Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation schedule.
• Monitor intraday delivery for all clients and recommend actions.
• Process PTO, early leave requests in CRM and IEX.
• Level/smooth appointments for agents
• Support for adhoc reporting within the CRM platform
• Oversight of skill routing and skill optimization
• Monitor and recommend actions to meet Service Level Goals

Skills

Math aptitude

CRM platforms

Excel skills

Call center experience

Tools

Outlook

Lync

CRM platforms

Job description

Our Story

At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

Flexible Working

So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row.

Great Place to Work

Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards.

The temporary WFM Real Time Analyst (RTA) is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. This includes realigning, creating appointments to agents, working with team members to take requests to block agent’s calendars, and overseeing appointments to be on time and not late within appointment window times. Ideal candidates have the ability to work in a fast-paced environment and process tasks as needed in a very timely manner, as well as having an understanding of workforce management concepts such as forecasting, scheduling, skill management, and PTO management.

Job Responsibilities

• Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.
• Execution of adding training, meetings, appointments to schedules and updating skills, etc.
• Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage
• Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily.
• Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.
• Process PTO, early leave requests in Microsoft CRM platform and IEX
• Level/smooth appointments for agents
• Support for any adhoc reporting within the CRM platform
• Oversight of skill routing on team with skill audits and skill optimization
• Monitor and recommend actions to enable teams to meet Service Level Goals

Required Experience

• Strong math aptitude
• Strong understanding of computer skills such as Outlook, Lync, CRM platforms.
• Intermediate Excel skills
• Experience working in an inbound or outbound call center

Preferred Experience

• 1 to 2 years’ experience in call center workforce analyst
• Strong workforce management and statistical background
• Call center operations management experience
• Staffing forecasting experience
• Scheduling Experience
• Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing.
• Strong working knowledge of Operations and operations measures.

Application and Interview

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

Our Commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [e-mail].

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

45,760.00 USD

Maximum :

45,760.00 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.