WFM Real Time Analyst

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Job description

Overview:
Compensation: $18.00 - $26.00 hourly based on experience and credentials

Schedule: Monday through Friday 11:30am - 8:30pm (flexible hybrid)

The Workforce Management Real Time Analyst is a vital role in the Member Care Call Center. The primary responsibility of the WFM Real Time Analyst is to proactively monitor service levels and efficiency by executing plans to improve service deficiencies related to volume, average handle time, or forecast. An ideal candidate is a proactive leader with strong business awareness to recognize activities impacting the contact center's ability to handle the forecast volume.

Responsibilities:
Utilize Intra Day Performance (IDP) to manage forecasts in 15-minute intervals to meet efficiency and service level goals

Analyze IDP's throughout the day to determine variances to forecast, average handle time and staffing

Determine an acceptable range for service level goals to fluctuate before an action plan is implemented

Communicate volume drivers and the current performance of the contact center

Monitor and manage the call queue ensuring service level metrics are met and are not negatively impacting other metrics

Review hold time and availability, request skill changes as appropriate to ensure queues do not impact customers' satisfaction

Perform skill changes when thresholds, efficiency, or service levels are in jeopardy

Implement escalation procedures

Review Real Time Adherence (RTA) by overseeing minute-by-minute interval queue management, continually reassess for deficiencies

Analyze call drivers and respond to high or low forecast variances

Communicate time-sensitive information with priority, such as shrinkage outside of the forecast

Monitor performance to ensure service level metrics are not jeopardized due to a lack of adherence

Identify improvement opportunities and implement solutions to improve site productivity

Document observations of issues impacting performance, the executed real-time action plans, and the exception reporting

Collaborate with the supervisor to develop action plans to mitigate unexpected call surges or to manage efficiency during off-peak call times

Monitor attendance calls and voicemail

Qualifications:
Associates degree preferred (A comparable combination of work experience and training may be substituted for education requirements)

2+ years of Workforce Management experience in a contact center environment

Experience with real-time analytics, staffing, scheduling, and metric analysis

Demonstrated knowledge and experience with Workforce Management technology

Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines

Ability to work outside of regular business hours, including weekends

Accurate, detail-oriented, and organized with task management

Ability to analyze and resolve complex problems

Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators

Ability to communicate information requiring explanation or interpretation

Benefits

Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts

Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage

Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO

Community Involvement: Paid Volunteer Hours

Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely ! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees.
For more information, please visit our careers site at (url removed)

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