Real-Time WFM Analyst: Drive Call Center Efficiency

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.
• ,
• Strong understanding of Outlook, Lync and CRM platforms.
• ,
• Intermediate Excel skills.
• ,
• 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

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.