Customer Support WFM RTA (Zenni)

Customer Support WFM Real-time Analyst COE Manila, Philippines

Description

Customer Support Workforce Real-time Analysts have a critical role on Zenni's award-winning Customer Support team. This role supports Zenni's global workforce efforts. With your functional expertise in workforce management, you will be responsible for planning, forecasting, scheduling, and real time resource management of in-center and remote agents. Our RTAs will maintain effective relationships with internal partners including operational leadership to ensure daily service level metrics and business goals are met.

Requirements

Coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives.

Monitor site to ensure optimal staffing levels

Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data

Administer volume contingency action plans as deemed necessary and appropriate.

Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

Complete root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness

Monitor agent dashboard throughout the day to ensure agent productivity and respond as appropriate to notifications/inquiries from stakeholders

What skills do you need?

Previous experience monitoring and reporting real-time contact center operations (>300 people)

Knowledge of various forecasting and scheduling tools

Data-driven with ability to leverage data to build recommendations and drive alignment with stakeholders

Knowledge of call center management and all related calculations

Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences

Ability to work independently and as a team player