Website Recoverycoa Contact Center

1-833-RCA-JOBS  |  (1-833-722-5627)

Workforce Management – Real Time Analyst

Full-time Position

Contact Center

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Position Summary: The Workforce Optimization — Real Time Analyst is responsible for supporting the optimization efforts to improve conversion rates for the Mission Center by effectively managing schedules, real time queue management and agent adherence. To most effectively support our business, candidates for this role must be detail oriented, be energetic, and have exceptional time management skills. This position supports a team of call center representatives in RCA’s 24/7/365 Contact Center operations and ensures internal and external key performance indicators are attained while delivering against the company’s tactical business plans across multiple departments.

Essential Duties / Responsibilities:

  • Ensure key performance metrics for the RCA contact centers are being met including but not limited to service level standards, efficiency, productivity, and client key performance indicators.
  • Produce and maintain agent schedules based on volume forecasts, skills and work rules.
  • Leverage workforce management software and call volume history to help manage intra – day staffing levels and to determine the most effective methods for staffing adjustments.
  • Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / actions based on those observations.
  • Manage real – time inbound call traffic across multiple contact center locations to help ensure that service levels are met.
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management.
  • Prepare and maintain reports, dashboards and monthly packages.
  • Provide training on report, dashboard and package development to team members and management as needed.
  • Act as a Workforce Management Liaison for Operational Staff. Help coach and guide staff on best Workforce Management policies, procedures and best practices.
  • Drive innovation and process improvement within Workforce Management
  • Compare Key Performance Metrics (KPI’s) on a daily, intra – daily, weekly, monthly, and annual basis understanding root cause of variation.
  • Monitor volume, AHT, and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra – day management.
  • Perform ad hoc reporting and analysis as needed to improve overall performance of the call center and enable strong understanding of the business.
  • Assist operations and IT partners during technology outages, through providing visibility and impact analysis, and managing frontline resources appropriately.
  • Serves as expert on WFM software and may be point of contact for systems related issues.

 

Non-Essential Duties/ Responsibilities: Perform other duties as assigned.

 

Education/Experience:

Required:

    • Bachelor’s degree or 2-5+years minimum inbound Call Center experience
    •  
    • Experience working in a substance abuse facility, Crisis Center, Emergency Room, Triage unit, EMT, 911 Call Center environment
    • Experience (professionally or personally) in the treatment of addiction or mental health
    • The ability to communicate effectively, both verbally and in writing
    • Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff, Strong analytical, problem solving, decision-making and time management skills
    • Salary is commensurate with degree and/or experience

 

  • Minimum of 1 year experience with workforce management systems such as Virtual Observer, NICE/IEX, Genesys, AVAYA CMS, etc.
  • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making.
  • Proven experience analyzing, interpreting and summarizing complex data as it relates to call center performance.
  • Must be highly-proficient on computers, intermediate to advanced proficiency of Microsoft Office applications (Microsoft Excel experience recommended). Technical and software experience required
  • Strong planning, time management and organizational skills
  • Must be flexible to working extended hours including weekends and evenings when necessary

 

Preferred:

Knowledge/Skills/Abilities:

  • Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff
  • Strong analytical, problem solving, decision-making and time management skills
  • Ability to plan well and prioritize work
  • Ability to work independently and within a team
  • Ability to work under pressure
  • Ability to negotiate or overcome barriers
  • Proficient documentation skills
  • Strong listening skills
  • Demonstrate the ability to understand and react effectively to the changing needs of families and clients
  • Ability to multi-task and appropriately prioritize responsibilities in a fast-paced environment, with strong focus on attention to detail, and excellent communication skills
  • Accurate and fast computer skills

 

 

 

 

 

 

Performance Competencies: Core competencies identify behaviors and skills all employees are expected to demonstrate in order to carry help out the mission and goals of the organization.

  • Teamwork
  • Integrity
  • Tenacity
  • Persuasiveness/Sales ability
  • Adaptability
  • Individual Leadership/Influencing
  • Initiative
  • Resilience
  • Motivational Fit
  • Attention to Detail
  • Building Customer Trust
  • Communication (non-written)
  • Decision Making

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