Intraday Workforce Analyst

The Intraday Real-Time Analyst is responsible for monitoring and managing the flow of call and chat traffic. The role focuses on ensuring efficient resource deployment to fulfill client contractual SLAs. This involves constant monitoring, real-time adjustments, and strong communication skills. This role is pivotal for maintaining efficient operations and ensuring that service level agreements are met consistently. Successful Real-Time Analysts are proactive, highly communicative, and analytical, ensuring the most efficient use of contact center resources.

What will be my duties and responsibilities in this job?

• Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels.

• Manage Call Offline.

• Monitors and Maintains WFM inboxes.

• Make skills adjusters in eGain.

• Supports and makes changes to Intradiem messaging.

• Communicates intraday performance to management team and associate throughout the day.

• Recommend and adjust staffing levels through overtime, VTO and/or skilling.

• Make skilling and/or support adjustments in E-gain to account for out of pattern days, days after holidays, outages, etc.

• ​Coordinate with Operations Team to pre-schedule all offline activity to complete an optimized plan that supports the business need and client contractual SLA’s.

• Analyzes intraday and historical performance to respond/plan appropriately in order to achieve operational service goals.

• Identify call volume trends and averages on an intraday, weekly, monthly, etc. basis.

• Establish and maintain communications channels regarding events that impact contact center performance and workload.

• Collaborate with internal customers- other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals.

• Maintain a high quality of work- Accurately process intraday schedule exceptions, time off requests, and call-ins within established turnaround times.

• Assist with on-going initiatives, process improvements, and other duties as assigned.

Schedule:

• This role will work Monday, Tuesday, Wednesday, Saturday, and Sunday 2:30PM EST - 11:00PM EST with Thursday/Friday Off.

What are the requirements needed for this position?

• High School Diploma or GED

• A minimum of 3 years' of experience in a contact center

• A minimum of 2 years' of experience in a WFM or WFM related role

• Entry level skills in MS Office (Excel, Word, Outlook)

What other skills/experience would be helpful to have?

• Professional verbal and written communication skills.

• Possess the professional experience and aptitude to address escalated issues with a positive outcome.

• Strong analytical, communication and organizational skills.

• Knowledgeable of Microsoft Office applications, particularly Excel.

• Demonstrates reliability and strong customer service skills .

• Works well with minimal supervision and with some latitude for self-directed action.

• Experience with multiple WFM software products – NICE preferred.

• Experience with multiple ACD platforms (eg. Avaya, Cisco, etc)

Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
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For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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