Real Time Analyst

RESOURCE MANAGEMENT ANALYST

Position Purpose:
The Resource Management Analyst produces and delivers useful, accurate, and timely information and recommendations to internal and external customers. Incorporates the use of advanced technology to measure, evaluate and report performance. Reduces operational risks through improved planning and execution. Provides and teaches Resource Management processes. Assist other sites with resource management support as needed.
Essential Functions and Responsibilities:
1. Analyzes and matches staffing levels including schedules according to client requirements. Produces employees schedules in SE from IEX to eWFM. Reports daily staffing to the client.
2. Conducts intraday and intraweek productivity analysis and reporting for opening/closing, billing, online and supplemental training, shrinkage factors (vacation, sick time, meetings), intervals and segments.
3. Proactively communicates CCS metrics and recommendations for action to Operations Management. Works with Operations Management to deliver defined Resource Management Process and Procedure.
4. Reconciliation of agent time. Ensures data is aligned correctly in Kronos, TCS, and Rockwell systems for each Consultant, analyzes differences, and makes corrections as needed.

Requirements

Qualifications

  • Candidate must possess at least a Bachelor's/College Degree or completed 2nd year in College in any field.
  • With strong analytical and communication skills.
  • At least 1 year of working experience in the related field is required for this position.
  • Background in handling Service Level / Staffing Adherence based accounts.
  • Background in Real time monitoring.
  • Knowledge in reporting and calculation of workforce KPIs
  • Experience with Microsoft Excel, ACD switch reporting, Aspect eWFM, and email systems.
  • Strong technical documentation and problem solving skills.
  • Should have strong computer, organizational, communication and analytical skills
  • Should have the ability to collect and assess data. Works with minimal supervision and has the ability to make decisions and solve complex problems.
  • Ability to present complex information to various levels of organization. Ability to create and maintain large and complex spreadsheets.
  • Willing to work on graveyard and shifting schedule
  • Can work with minimal supervision.
  • Can work in the COMMONWEALTH area.
  • Can start ASAP.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Paid Time Off
Paid Time Off
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus