Job Description

Approved for remote working Arkansas, Utah, California, Seattle, New Jersey

We are seeking a highly skilled Senior RTA Analyst – WFM to join our Seller Support WFM team. In this role, you will play a pivotal role in optimizing our contact center operations through real-time analytics and workforce management strategies. You will analyze complex data sets, monitor real-time performance metrics, and provide actionable insights to drive operational efficiency and enhance customer satisfaction. The ideal candidate will have extensive experience in a complex contact center environment, strong analytical abilities, and a proven track record of leveraging real-time data to drive strategic decisions.

Key Responsibilities:

Ensure effective operations and achievement of performance goals.

Develop and implement real-time monitoring strategies and tools to optimize workforce utilization and enhance service delivery.

Analyze real-time data to identify trends, anomalies, patterns, and operational opportunities, providing actionable insights to operational teams and senior management.

Collaborate with cross-functional teams to implement process improvements and operational efficiencies based on real-time insights.

Drive the development and maintenance of real-time reporting dashboards and metrics to monitor key performance indicators (KPIs) and service level agreements (SLAs).

Partner cross functional teams to ensure seamless integration of technology solutions and data systems to support real-time analytics and workforce management initiatives.

Manage, and audit queues and skills to enhance the customer experience and balance SLA commitments.

Be the key POC for daily escalations in performance and the go – to expert about daily contact center performance.

As a trusted expert, you will be the face of WFM’s brand, giving recommendations directly to senior level leaders of the business.

Daily recommendations will have far-reaching impact to various stakeholders and KPI’s.