WFM Real Time Analyst

ETS Assessment Services Pvt Ltd; United States; Remote; USD 55,000 - 90,000; Full time

Job summary

ETS is seeking a Real-Time Analyst to manage workforce management processes, real-time scheduling, and KPI reporting for a 24/7 operation. The role serves as a central point of contact for supervisors and senior management on service levels and SLA performance.

The position requires proficiency in WFM software, AVAYA, APOLLO, SALESFORCE, and strong MS Excel skills. Candidates should have a technical university background and 3+ years call center experience.

Qualifications

• Ability to analyze and interpret moderately complex data using workforce management software.
• Proficient with MS Office; advanced MS Excel formulas, pivots, and data handling.
• Strong communication skills across all management levels; ability to prioritize and organize work.

Responsibilities

• Monitor queues and service levels in real time to determine resource needs.
• Provide real time updates to operations and management.
• Track real time adherence and generate shift reports when KPIs are missed.
• Analyze SLA deviations and assist with corrective action plans.
• Handle shift trades and change requests after schedules are released.

Skills

WFM software

MS Excel

Data analysis

Communication

Decision making

Problem solving

Team coordination

Adaptability

Multitasking

Shift scheduling

Education

Bachelor's degree (math/statistics preferred)

Tools

AVAYA

APOLLO

SALESFORCE

PLAYVOX

Job description

About ETS:

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

PSI Services powers world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive, and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. Thats why youll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle. Learn more about what we do at: https://www.psiexams.com/ (ETS owned company - https://www.ets.org/)

About the role

The Real-Time Analyst is responsible for managing the workforce management processes including real-time, scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Workforce Supervisor.

This role is a key position within the growing ETS team. As we operate 24/7, team members will be required to work on a rotational shift. ETS will provide one-way cab service during off-hours only.

• Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine best course of action to fill resource needs/maintain service levels.
• Provide real time updates to operations.
• Track, report and call out real-time adherence issues.
• Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.
• Conducts root cause analysis of SLA deviations, action plan development and resolution.
• Process shift trades, schedule change requests, and time off request after schedules are released by the client.
• Create reporting on absenteeism and other shrinkage for operations leaders and workforce personnel.
• Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or VTO, assess availability for offline functions and approve/deny as required.
• Assist supervisory and management in understanding the impact of events that occur throughout the day.
• Flexible in accepting assigned tasks to meet business need.
• Provide regular feedback to Operations and Workforce team to improve upon short-range planning precision.
• Regular, consistent, and punctual attendance.
• Must be able to work any hours assigned to support 24x7 operations hours and render overtime if needed.
• Build strong interpersonal relationships with internal clients.
• Work independently as well as in a team environment.
• Adhere to ethical standards and comply with the laws and regulations applicable to your job function.

Keyword: WFM, Workforce management, Avaya, Apollo, Salesforce

Required Experience:

• Ability to analyze and interpret moderately complex data using workforce management software.
• Ability to work with peers and other teams to achieve performance goals and objectives.
• Proficient personal computer skills including Microsoft Office.
• With advanced knowledge in MS Excel formulas, including pivots and database management.
• Ability to communicate effectively with all levels of management and company personnel.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to make decisions and solve problems under pressure.
• Ability to perform in a fast-paced and dynamic work environment.
• Ability to maintain the highest level of confidentiality and professionalism.
• Knowledge in AVAYA, APOLLO, SALESFORCE, PLAYVOX.
• Meet B2 level English language proficiency or equivalent internationally recognized qualification.
• A University education with a technical background (mathematical or statistical course desirable) is preferred
• 3+ years previous call center experience required

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ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.