Real Time Analyst

Job not on LinkedIn

November 1

Apply Now

Receive Emails with Similar Jobs

Career Developers, Inc.

WebsiteLinkedInAll Job Openings

Career Developers, located in West Palm Beach and has been serving the NY Metro area for 3 decades! We are an experienced, full-service agency providing permanent placement as well as consulting/contracting services. We recruit for the following sectors: Information Technology, Accounting, Marketing and Human Resources for a variety of small start-ups, to mid-size clients throughout the New Jersey/New York area. We have lately been focused on Fintech, Adtech, Health Tech, and other smaller growing fast-growing start-ups. Since our inception in 1994, our main goal has been relationship building, partnering, and helping our clients and candidates achieve their ultimate goals.

11 - 50 employees

Founded 1994

📋 Description

• Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors; • Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs; • Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; lead the business through changes in workforce needs; • Track system issues and assess the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business; • Develop operational staffing strategies for short-term business planning through the use of WFM staffing principles and methodologies; • Act as the principle communication link between operational planning teams and the frontline business management team; • Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees; • Perform analysis of operational resources pre & post hoc and report to leadership staff.

🎯 Requirements

• Knowledge of call center dynamics, including workforce staffing methodology & strategies • Working knowledge of Workforce Planning software (i.e. NICE, Verint,Teleopti, etc) preferred • Working knowledge of Lucent CMS, Cisco IPCC or other telephony platform preferred • Must be flexible, able and willing to work different shifts if needed • Certified in Workforce Planning a plus. • Intermediate to advanced knowledge of Excel a plus

🏖️ Benefits

• Flexible work arrangements