Real Time Analyst (AEP Seasonal)
Role Overview
The Workforce Management Real Time Analyst supports internal operations through comprehensive workforce management, capacity planning, and real-time execution. This seasonal position manages real-time queue analysis. The analyst leverages data metrics to optimize staffing levels, drive customer satisfaction, and support business needs.
Key Responsibilities
Workforce & Schedule Optimization
Schedule Maintenance: Maintain and optimize agent schedules using workforce management (WFM) platforms and advanced Excel models.
Capacity Planning: Manage operational PTO allocation and analyze scheduling trends to prevent coverage gaps.
Exception Management: Update schedule changes, process shift trades, and manual tracking requests received via the team mailbox.
Attendance Tracking: Monitor the employee attendance line and log real-time updates directly into tracking systems.
Real-Time Monitoring & Skill Adjustments
Intraday Queue Management: Monitor live phone queues to identify service level risks and optimize queue allocation.
Dynamic Skilling: Adjust agent skill profiles using Humanify/UCCE platforms to balance incoming contact volumes.
Data Analysis & Administration
Reporting Suites: Generate actionable daily, weekly, and monthly performance reports for leadership.
System Maintenance: Update infrastructure filters, skilling matrices, and staffing logs across platforms - Verint and HIP.
Ad-Hoc Projects: Execute data collection tasks and analytical assignments as required by business operations.
Qualifications
Experience: 2–3 years of dedicated Workforce Management (WFM) experience in a contact center environment.
WFM Platform Expertise: Required proficiency in Verint software.
Telephony & Telemetry Tools: Hands-on experience with Finesse/UCCE skilling tools and reporting engines like Aceyus or HIP.
Professional Attributes: Demonstrated ability to multitask under tight deadlines, high attention to precision, and strong problem-solving skills.
Role Requirements:
High School Diploma
Must be able to work Monday through Friday 5:30 – 10pm Central Time and every other Saturday and Sunday 7-3:30 Central Time.
Fully remote in any state except NY, CA, HI or AK
pay rate: ***/hour
EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”