Real Time Workforce Analyst
« Manage site absenteeism call-ins. Monitor voice mail box, communicate with Team Leads (TLs),
and enter appropriate segments into eWFM or NICE (scheduling software)
« Monitor Real-Time Adherence (RTA) schedule alarm codes and escalate to operations when
« Partner with workforce analysts to ensure that approved off-phone time is entered into eWFM or NICE
« Monitor RTA for activity alarms and escalate to operations when appropriate.
« Collaborate with operations Team Leads or Operations Managers in the communication of the
appropriate off-phone time when requested
« May be required to work overtime to support the needs of business
Education: High School Diploma or GED.
* 2-6 months call center experience preferred
*Visual basic knowledge / experience helpful, not required
Skills, Knowledge, & Abilities: Working knowledge of Microsoft Excel. Experience in scheduling
and operational software (CMS, TCS, BAM, ACD, IEX) helpful. Analytical and detail oriented. Good
organizational and communication skills. This position requires a high degree of self-direction and
HEALTH AND SAFETY REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to walk; sit; use hands to
finger, handle, or feel objects, tools or controls; reach with hands and arms; and talk or hear. The
employee is occasionally required to lift and/or move up to 10 pounds. Specific vision abilities required
by this job include close vision and the ability to focus.