What are the responsibilities and job description for the WORKFORCE REAL TIME ANALYST (On Site) position at Fullbeauty Brands?
FULLBEAUTY Brands™ is the premier fashion and lifestyle destination for the plus size customer. We are an online and catalog marketplace offering a curated collection of the finest family of plus size brands and thousands of products.
POSITION SUMMARY: The RTA monitors call volume, schedule adherence, as well as handle time and absenteeism trends to identify and implement appropriate staffing measures in real time. Maintains reports summarizing workload performance and reports system outages that occur to the appropriate departments for resolution. Daily communication of site and performance results to the appropriate personnel.
DUTIES/RESPONSIBILITIES:
- Analyze trends in volume, handle time, and absenteeism to determine appropriate staffing measures necessary.
- Implement necessary staffing plans
- Key schedule call ins/adherence infractions into Verint
- Maintain interval helpdesk readings
- Communicate OT/VTO being recruited to TM/CS/INET staff as needed & key into Verint
- Monitor for system outages (includes IVR, Mainframe, Bold Chat, GUI, CMS, and other miscellaneous systems) for El Paso Care Center and IQor.
- Run and maintain miscellaneous reports and other duties as assigned
MINIMUM QUALIFICATIONS:
- High School Diploma or equivalent required; College preferred
- 6 months Workforce Management/Traffic Operations experience
- Proven analytical skills, knowledge of Microsoft Excel, excellent written and verbal English communication skills, ability to multi-task, previous Workforce Management experience preferred.
FULLBEAUTY Brands™ is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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