RISC Workforce Analyst

Description

The successful candidate will lead the day-to-day operations for the RISC program in Sellers' world and effectively manage performance with transparent metrics, data-driven decisions and industry leading management techniques. The Person will be responsible for managing and delivering Service Level Agreements (SLAs) for the aligned workflows. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming volume. This position is responsible for monitoring, measuring and analyzing operational performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all the internal operations teams and third-party organizations. The RTA should be adept at data analysis including querying, building and maintaining dashboards and using data to improve space of operations. The person should also be capable of identifying and prioritizing process and automation improvement opportunities.

Key job responsibilities
Intraday real time monitoring of performance service levels and backlog for all queues, agents, teams, and sites in a 24/7 operation environment
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team in real time
Support changes within routing profiles
Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and core KPI's
Review and process tickets assigned to the WFM team that require real-time assistance to different stakeholders
In partnership with the Operations and WFM teams, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs
Other tasks and responsibilities as assigned by the Team Manager
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

Basic qualifications

? Bachelor's Degree in a quantitative field (engineering, economics, math, statistics or equivalent)
? Commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
? Proficient in advanced usage of Microsoft Excel & SQL
. Communication skills.
? Ability to work in 24X7 environment.

Preferred qualifications

? Analysis experience in Customer Service or Operations preferred
? Experience automating or improving tools functionality through collaboration with Engineering or other Program Management teams.
? Speaking-listening-writing skills, attention to details, proactive self-starter.
? Ability to work successfully in a dynamic, ambiguous environment.
? Ability to meet tight deadlines and prioritize workloads.
? Ability to develop new ideas and creative solutions.
? Exceptional influencing and leadership skills




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