In association with

Worksforce Management (WFM) Real-Time Analyst, Basingstoke

Job Title: Worksforce Management (WFM) Real-Time Analyst
Classification: Customer Service Support
Department: Workforce Management
Location: Basingstoke
Job-Type: Full-Time




Job Overview:



Manage all intraday change management processes in support of operations to achieve the business objective of achieving service level objectives and maximizing efficiency and occupancy.

Responsibilities include, but are not limited to:

  • Provide account updates to management and forecast / scheduling analysts detailing previous and current performance and forecasted performance of remainder of current day/week and next week, while also identifying risks
  • Fill overtime and under time availability
  • Manage intraday staffing levels
  • Monitor real-time adherence alerts (Phone, Email & Nice WFM)
  • Monitor real-time ACD (Avaya/Nice WFM) agent work state reports
  • Manage attendance (real time/historical)
  • Approve discretionary activities to increase occupancy/utilization
  • Increase staffing levels or modify call routing (agent skilling) to increase service levels
  • Administration of intraday schedule changes
  • Communicate identified intraday risks to management and WFM team members
  • Perform other duties and assignments as directed

Minimum Qualifications Required:

  • Completion of a minimum of 1 course provided by the Professional Planning Forum
  • Pleasant/Professional demeanor
  • Self-starter and take charge attitude. Enjoys the challenges.
  • Flexible, open minded and solution oriented with the ability to adapt to fast paced environment
  • Analytical/problem solving skills
  • Excellent judgment and decision making skills
  • Strong verbal and written communications skills
  • Understand customer service processes and procedures

Strictly no agencies




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