Supervisor, WFM Real-Time & Analytics
Remote CA Outside Bay Area, United States
R
USD 64K-96K Senior-level Full Time
Tasks
- Analyze forecast versus actual variances
- Coordinate intraday staffing changes with operations
- Create maintain and publish workforce schedules
- Drive real time adherence and shrinkage control
- Escalate telephony routing and application issues
- Execute corrective actions for service recovery
- Lead and coach real time analysts
- Manage real time queue and routing adjustments
- Monitor real-time performance metrics
- Perform intraday trend analysis
- Perform root cause analysis using five whys
- Produce reports and insights for operations
Perks/Benefits
- N/A
Skills/Tech-stack
AHT | ASA | Abandon Rate | Advanced Excel | Data Analysis | Erlang | Forecast accuracy | Interval Planning | Intraday management | Occupancy | Pivot Tables | Queue management | Real Time | Real-time operations | Routing | Schedule adherence | Service Level | Shrinkage | Talkdesk | Telephony | Trend analysis | Workforce Management
Education
Associate Degree | Bachelor of Science | High School Diploma
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