WFM Real Time Analyst

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $45.8k / year

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🧐 Analyst

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

🤝 B2B

🏥 Healthcare

☁️ SaaS

💰 $22.5M Post-IPO Secondary - Alight Solutions on 2023-08

B2B • Healthcare • SaaS

Alight Solutions is a leading benefits administration provider that delivers health, wealth, leave, and related HR point solutions for large organizations and their employees. The company helps manage benefits administration and human capital-related processes for enterprises, serving many of the world’s largest organizations and over 30 million people. Alight also emphasizes product and technology roles, corporate sustainability, total rewards, and a focus on transforming lives and organizations by maximizing health, financial and work wellbeing.

📋 Description

• Communicate ongoingly with team members and Operations Managers to complete workforce tasks • Add training, meetings, and appointments to schedules and update skills • Produce and be accountable for daily, weekly, and monthly forecasts for call volume, AHT, and shrinkage • Support real-time monitoring of appointments and ensure appointments are not late or missed • Monitor intraday delivery for all clients and recommend actions for inbound and outbound activity • Process PTO and early leave requests in Microsoft CRM and IEX • Level and smooth appointments for agents • Support ad hoc reporting within the CRM platform • Oversee skill routing through skill audits and optimization • Monitor and recommend actions to help teams meet service-level goals

🎯 Requirements

• Strong math aptitude • Strong computer skills, including Outlook, Lync, and CRM platforms • Intermediate Excel skills • Experience working in an inbound or outbound call center • Preferred: 1 to 2 years’ experience as a call center workforce analyst • Preferred: Strong workforce management and statistical background • Preferred: Call center operations management experience • Preferred: Staffing forecasting experience • Preferred: Scheduling experience • Preferred: Understanding of service levels, adherence, handle time, smoothing, and phone routing • Preferred: Strong working knowledge of operations and operational measures • Must have work authorization in the United States that does not now or in the future require visa sponsorship • Must successfully complete applicable background checks

🏖️ Benefits

• Health, dental and vision coverages starting Day One • Wellbeing programs • Retirement plans with contribution matching • Generous time off • Parental leave • Continuing education • Career growth opportunities • Flexible working arrangements wherever possible • Competitive total rewards package • Bonus and/or incentive eligibility determined by role and level • Reasonable accommodations for the hiring process