Wfm - Real Time Analyst Job in Groupon

Job Description Real Time Analyst

The Workforce Management Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. They work closely with Operations, calling out non-adherent events via email so that non-adherent agents can be directed back toward to their scheduled event. Workforce Management Real Time Analyst also monitor agent contact handling behaviors in real-time, calling out events such as handle (or wrap time for our live channels) which exceeds defined thresholds. They watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting targeted standards as defined by the Head of Workforce Management.

The Real Time Analyst also provides real-time feedback to Workforce- and Operations Management teams on the status of the campaign. Real Time Analysts may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements.

Key Responsibilities

• Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations over email..
• Track the everyday attendance and provide recommendations for understaffing and overstaffing.
• Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
• Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign
• Inform Operations management so decisions can be made regarding OT, off-phone/chat activities with up-to-the-minute daily statistics.
• Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime
• Review and analyze contact arrival patterns and provide recommendations to improve customer practice.
• Ensure data integrity within the WFM system.
• Capture, store and report on historical statistics.
• Provide historical reporting compilation as required by the campaign
• Produce and review reports; recommend productivity and efficiency improvements.

Requirements:

• Bachelors degree in any stream is a must.
• Statistic and mathematical proficiency.
• 2 to 3 years workforce management experience using WFM software. NICE WFM (IEX) scheduling system experience preferred.
• 2 to 3 years experience using Excel with intermediate to advanced knowledge of formula definitions along with data analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level and forecast accuracy).
• Experience in Reporting or Management Information Systems (MIS) preferred.
• Desire to participate in an active, hands-on work environment.
• Excellent written and verbal communication skills, English.
• Strong organizational skills.

Groupons purpose is to build strong communities through thriving small businesses. To learn more about the worlds largest local ecommerce marketplace, . Plus, be sure to that shape our culture, guide our strategy and make our company a great place to work. And just dont take our word for it. and learn more about our . If all of this sounds like something thats a great fit for you, then click apply and lets see where this takes us.

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